Duckie is an AI support agent platform designed for B2B SaaS companies and technical teams. It goes beyond simply answering questions—it executes real actions like processing refunds, updating order statuses, filing bug reports, and resolving technical issues. Founded by Valerie Li and Joel Ritossa, Duckie connects to your company's knowledge sources to provide accurate, context-backed support in minutes.

How does Duckie work?

Duckie connects to your team's knowledge repositories—including Slack, Jira, Confluence, Sentry, and other tools—to find relevant information and generate issue resolutions. When a support issue arises, Duckie responds in real-time with solutions and reference sources. The platform uses advanced AI frameworks and machine learning to analyze user queries and maintain an evolving understanding of your support and product ecosystem.

What are the key features?

Duckie offers several key features including Knowledge Integration, which accesses your documents, help center, and internal knowledge for real-time, source-backed answers. The No-Code Workflow Builder allows users to create AI workflows by defining custom steps, triggers, and fallback paths without development expertise. Multi-Tool Actions enable the execution of real actions such as refunds, ticket creation, bug reports, and custom API integrations. With Omnichannel Deployment, Duckie can be launched on your website, Slack, Zendesk, Discord, or Microsoft Teams. Smart Escalation routes complex queries to human agents with full context. Log Investigation analyzes technical issues by examining logs, code changes, dashboards, and customer data. Additionally, Documentation Updates automatically keep your knowledge base current with learnings from issue resolutions.

Which platforms does Duckie support?

Duckie can be deployed across multiple channels including web widgets, Slack, Discord, Microsoft Teams, and Zendesk. It also integrates with support tools like Intercom and works with systems across fintech, dev tools, SaaS, and e-commerce.

What does Duckie automate?

Duckie automates repetitive support tasks including password resets, order tracking, account updates, refund processing, ticket triage, bug report filing, and technical investigations. It also handles post-mortems, status updates, and documentation maintenance.

Can I host Duckie myself?

Yes, Duckie is self-hosting friendly and can be deployed on your own cloud infrastructure including AWS, GCP, or Azure for complete data control and scalability.

Duckie includes data encryption at rest and in transit, with security measures built into its infrastructure.

How does Duckie handle complex issues?

For complex queries, Duckie includes smart escalation and routing capabilities that automatically direct issues to the appropriate human agent while attaching full context. This ensures customers receive proper support while keeping your team efficient.

What metrics can I track?

Duckie provides reporting on deflection rate, resolution time, and saved agent hours, allowing you to measure the impact of automation on your support operations.

Does Duckie support multiple languages?

Yes, Duckie includes multi-language support to serve global customer bases.

How quickly can I get started?

Support teams can build and deploy AI agents with Duckie in minutes without requiring coding knowledge. The platform's no-code workflow builder makes setup fast and straightforward.

Duckie

4.6

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Duckie is an AI tool that builds and deploys support agents in minutes to automate customer service. It goes beyond just answering questions by performing actions like refunds and bug reports, reducing resolution time by 80% and deflecting 71% of tickets without needing engineers.

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Overview Features Use Cases FAQ Integrations Pricing

About Duckie

Who It's For

Duckie is for customer support teams and B2B SaaS companies, especially those with technical products. It helps automate routine tasks, letting human agents focus on complex issues. It's for businesses aiming to boost service speed and efficiency.

What You Get

You get an AI support agent that doesn't just answer questions, but also takes real actions. This leads to much faster customer help, notable cost savings, and fewer tickets for your team. Configure it to process refunds, create tickets, or file bug reports automatically.

How It Works

Duckie works in four steps. Connect it to your knowledge to teach it your info. Design its behavior with simple, no-code workflows. Add your existing tools so it can act. Deploy your agent where customers are, like your website or Slack, for instant results.

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Features & Capabilities

🧠 Core AI Intelligence

Knowledge Base Integration

Connects to your existing knowledge base to answer customer questions in real-time.

Accurate Response Generation

Delivers accurate responses to customer questions by continuously learning from your knowledge sources.

Predictive AI Automations

Uses AI to reliably determine and execute the appropriate steps for handling customer requests.

Internal Knowledge Sync

Helps support teams stay up-to-date with product changes by connecting to internal documentation.

⚙️ Workflow & Action Automation

No-Code Workflow Builder

Design reliable AI automations for support logic without needing any coding expertise.

Customizable Agent Logic

Configure your AI agent with specific logic and rules to perform exactly what you want, when you want.

Pre-built Action Library

Utilizes out-of-the-box actions for common tasks such as processing refunds, creating tickets, and filing bug reports.

API-driven Tool Integration

Connects to any of your internal or external tools via simple API integrations to pull information and take actions in real-time.

🌐 Deployment & Channel Integration

Multi-Channel Deployment

Deploy your AI agent workflows instantly wherever your customers interact for immediate results.

Zendesk App Integration

Installs as a Zendesk app to either auto-reply to customers or draft responses for support agents.

Slack Bot Integration

Deploys as a Slack bot in both customer-facing and internal team channels.

Website Widget Embedding

Embeds Duckie as a customizable widget on your website with just one line of code for direct customer support.

🔒 Security & Data Compliance

Enterprise-Grade Security

Complies with the highest security protocols and standards for enterprise-level security and confidentiality.

Data Privacy & Compliance

Ensures your data is encrypted at rest and in transit, complying with GDPR and CCPA regulations.

Source Attribution

Always provides transparent sources for the answers generated by the AI agent to ensure reliability.

Cloud Self-Hosting Options

Supports self-hosting on AWS, Azure, and GCP, providing full control with top-tier security and performance.

Use Cases

Automating First-Level Customer Support & Ticket Deflection

Businesses struggle with high volumes of common customer inquiries that consume agent time and slow response rates. Duckie solves this by connecting to knowledge bases and performing real-time actions like providing order status or processing simple refunds, significantly reducing resolution times and deflecting tickets from human agents.

B2B SaaSFor: Customer Support Teams

Enhancing Agent Efficiency with Real-time Internal Knowledge & Actionable AI

Support agents often spend too much time searching for information or manually executing tasks across multiple systems. Duckie equips agents with instant, accurate answers from internal knowledge bases, keeps them updated on product changes, and allows them to trigger complex actions like creating tickets or filing bug reports directly within their existing support tools.

B2B SaaSFor: Support Agents

Streamlining Technical Issue Resolution & Bug Reporting

Technical support teams face challenges in rapidly diagnosing and resolving complex issues, which often requires manual log investigation and inefficient bug reporting. Duckie automates intelligent log analysis, summarizes findings, and automatically creates detailed bug reports or tickets, drastically accelerating the investigation and resolution process for technical problems.

Technical SaaSFor: Technical Support Engineers

Providing Proactive Customer Self-Service with Direct Action Capabilities

Customers frequently need immediate assistance with common transactional tasks, leading to unnecessary contact with support. Duckie enables businesses to deploy AI agents directly on customer-facing channels that not only answer questions but can also take real-time actions such as processing refunds, tracking orders, or updating account details, offering immediate gratification and reducing customer effort.

E-commerceFor: Customer Success Teams

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