Duckie

Duckie is a specialized AI platform engineered to revolutionize customer support for B2B SaaS companies. It provides a comprehensive suite of tools to build, deploy, and manage intelligent AI support agents without writing a single line of code. Duckie is designed not just to answer questions, but to take decisive actions, effectively functioning as an automated member of your support team. It significantly reduces manual effort, allowing your human agents to focus on complex, high-value customer interactions.

The platform operates on two main fronts: the AI Support Agent and the AI Support Copilot. The AI Agent directly interacts with customers, deflecting common inquiries and resolving issues automatically. The AI Copilot, on the other hand, works alongside your human support team, providing them with instant access to product information and technical knowledge, dramatically increasing their efficiency and accuracy. By connecting to all your company's knowledge sources—from technical documentation and past tickets to internal Slack conversations—Duckie ensures that every response is accurate, context-aware, and grounded in truth.

How to use Duckie

Getting started with Duckie is a straightforward, four-step process designed for speed and simplicity:

1. Connect Your Knowledge: Begin by connecting Duckie to your company's various knowledge sources. This can include your public help center, internal documentation, previous support tickets from platforms like Zendesk, and even internal communication channels like Slack. This step builds the foundation for the AI's understanding of your product and processes.
2. Design Your AI Agent: Utilize Duckie's intuitive, no-code workflow builder to design the logic for your AI agent. You can create custom automation flows that dictate how the agent handles specific customer requests, define rules for escalation, and customize its personality and tone to match your brand.
3. Add Your Tools: Empower your AI agent to perform real tasks by connecting it to your existing tools. Duckie offers out-of-the-box actions for common tasks like processing refunds, creating bug reports, or escalating tickets. For more advanced needs, you can connect to any of your company's internal or third-party tools via simple API integrations.
4. Deploy Everywhere: Once your agent is built and configured, deploy it instantly across all the channels where your customers seek help. This includes deploying it as a bot in Slack or Discord, as an app within Zendesk or Intercom, as a bot in Microsoft Teams, or as an embeddable widget on your website with just a single line of code.

Core Features of Duckie

• AI Support Agent: Fully automates customer interactions, providing accurate answers and resolving issues 24/7. It can handle both B2C auto-responses and B2B draft-responses for human review.
• AI Support Copilot: An intelligent assistant for your human agents, providing real-time answers to product and technical questions directly within their existing workflows (Slack, Zendesk).
• No-Code Workflow Builder: A visual interface to create, customize, and manage complex support automation without any engineering resources.
• Actionable Integrations: Goes beyond answering questions by taking actions like processing refunds, creating tickets, and filing bug reports through native integrations and a flexible API.
• Knowledge Base Sync: Connects to over 25 sources, including documentation, past tickets, and internal chats, ensuring the AI is always up-to-date and its answers are grounded in truth.
• Multi-Platform Deployment: Seamlessly integrates with Slack, Zendesk, Intercom, Discord, Microsoft Teams, and can be embedded on any website.
• Continuous Learning: The AI self-improves by learning from every customer interaction and newly resolved issue.
• Enterprise-Grade Security: Offers top-tier security protocols, GDPR and CCPA compliance, data encryption, and options for self-hosting on AWS, Azure, or GCP.

Use Cases for Duckie

Duckie is versatile and can be applied to various support scenarios:

• Technical Product Support: Instantly answer complex developer questions by pulling information from technical documentation and engineering wikis.
• Enterprise B2B Support: Provide fast, accurate, and context-aware responses to high-value business clients, with the ability to draft responses for human agents to review and personalize.
• Internal Team Support: Deploy an AI copilot in internal Slack channels to help new support hires and non-technical team members find information without interrupting engineers.
• Automated Ticket Triage & Escalation: Intelligently categorize incoming tickets, gather necessary context from the customer through interactive conversation, and automatically escalate to the right team when human intervention is needed.
• E-commerce & Order Support: Automate common queries about order status, shipping, and returns, and even process refunds directly through the chat interface.

Advantages of Duckie

Implementing Duckie provides a significant competitive edge:

• Massive Efficiency Gains: Achieve up to an 80% reduction in resolution time and a 71% ticket deflection rate.
• Substantial Cost Savings: Automate repetitive tasks to save an estimated $210k annually for a support team of 10.
• Empowered & Productive Teams: Free up your support agents from mundane tasks, allowing them to focus on building customer relationships and solving complex problems. Agent productivity can increase by 56%.
• Reliability and Control: The no-code workflow builder ensures that AI behavior is predictable and fully customizable to your business logic.
• Seamless Integration: Fits directly into your existing tech stack and workflows, minimizing disruption and accelerating time-to-value.

Pricing and Plans

Duckie offers a tiered pricing structure tailored to team size and usage needs. All plans are billed yearly.

• Starter: $375/mo. Includes up to 500 messages/mo, 1 workflow, 1 seat, and 1 agent tool.
• Growth: $725/mo. Includes up to 1,000 messages/mo, 5 workflows, 3 seats, and 5 agent tools.
• Pro: $1,500/mo. Includes up to 2,500 messages/mo, 25 workflows, 10 seats, and 25 agent tools.
• Scale: $2,500/mo. Includes up to 5,000 messages/mo, 100 workflows, 25 seats, and 100 agent tools.
• Enterprise: $3,500/mo. Includes up to 10,000 messages/mo, 250 workflows, 50 seats, and 500 agent tools.
• Custom: For larger needs, a custom plan is available with unlimited features, self-hosting, custom integrations, and a dedicated implementation specialist.