The startup offers a workflow automation platform that utilizes historical data and agent expertise to enhance customer interactions. This technology enables organizations to manage complex support tickets efficiently by providing relevant reference materials in a unified interface.
Funding
$2.7M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Customer support teams often struggle to efficiently find the right information to resolve complex support tickets, leading to increased resolution times and agent frustration. Searching across multiple internal knowledge sources and past support interactions can be time-consuming and result in inconsistent customer communication.
Solution
Ducky provides an AI-powered search infrastructure that helps customer support teams quickly access relevant information and automate responses. The platform indexes data from various internal knowledge sources, including Slack, Notion, JIRA, and Confluence, and uses AI to deliver accurate answers to support agents in seconds. Ducky also generates responses in the brand's tone, ensuring personalized and consistent communication across all customer interactions. By streamlining the information retrieval process, Ducky enables support agents to resolve tickets faster, reduce their workload, and improve customer satisfaction.
Target Audience
Ducky is designed for customer support teams in organizations of all sizes, particularly those using multiple knowledge sources and seeking to improve agent efficiency and customer satisfaction.
Features
- AI-driven search across internal knowledge sources like Slack, Notion, JIRA, Google Drive, and Confluence
- Automatic indexing of documents and previous support tickets
- Generates customer replies in the brand's tone for personalized communication
- Chrome extension integrates with support platforms like Gorgias and Helpscout
- Retrieval-augmented generation (RAG) capabilities for context-aware responses
- Multi-stage system handles complex search intent with chunking, query rewriting, hybrid search, and reranking
- Python SDK with comprehensive documentation for developers