Product overview
What is Duckie?
Duckie is an AI customer-support platform designed to resolve tickets end to end rather than only deflect common questions. Its agents can investigate account context and execute approved actions such as tracking orders, processing refunds, sending invoices, updating accounts, resetting passwords, and changing subscriptions.
During setup, Duckie analyzes historical tickets, documentation, wikis, and customer interactions to learn how the support team handles issues. Teams simulate realistic questions, tune the agent in natural language, and use quality scoring before deployment. Agents can then launch across channels such as Zendesk, Intercom, and Slack and continue learning from interactions.
How to Use Duckie
- Connect approved ticket history, knowledge sources, and support systems.
- Let Duckie identify common resolution patterns and assemble an initial agent.
- Review the knowledge and define which account actions the agent may perform.
- Test realistic scenarios, edge cases, authentication, and escalation behavior.
- Tune responses in natural language and inspect automated quality scores.
- Launch on selected channels, monitor actions, and retain human escalation for sensitive cases.
Core Features
- Historical ticket analysis: Learns support patterns from prior conversations.
- Knowledge mining: Uses product documentation, wikis, and customer interactions.
- Self-assembly: Builds an initial support agent without a lengthy manual workflow build.
- Live simulation: Tests realistic customer scenarios before launch.
- Natural-language tuning: Lets support leaders refine behavior without code.
- Action execution: Performs approved account, billing, order, and subscription tasks.
- Omnichannel deployment: Runs across multiple support and communication systems.
Use Cases
- Technical SaaS support: Investigate product and account context for complex tickets.
- E-commerce operations: Handle order status, returns, refunds, and shipping questions.
- Account administration: Update profiles, invoices, passwords, and subscriptions.
- High-volume queues: Resolve routine and investigative work without growing headcount proportionally.
- After-hours support: Continue handling approved requests outside staffed hours.
Pricing
Duckie uses a demo-led sales process. The public homepage does not publish a self-service price, free tier, or stable package limits, so organizations should request a current quote based on ticket volume, channels, integrations, and action requirements.
Frequently Asked Questions
Does Duckie only answer FAQs?
No. It is positioned to investigate and execute multi-step resolutions.
Can teams test an agent before launch?
Yes. The setup process includes simulation, natural-language iteration, and quality scoring.
Should every action be fully autonomous?
No. Authentication, refunds, account access, fraud, and other sensitive actions should have explicit limits and escalation paths.
