Duckie
Agentic platform enabling customer support teams to build, test, and orchestrate autonomous agents for ticket resolution and backend troubleshooting.
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Product Overview
What is Duckie?
Duckie is an agentic platform designed specifically for customer support teams to build, manage, and deploy specialized autonomous agents without engineering resources. Through natural language instructions, teams can define complex operating procedures that span ticket resolution, backend investigations, and cross-system workflows. Duckie integrates deeply with helpdesks, payment gateways, and databases via native APIs and the Model Context Protocol (MCP), while offering simulation sandboxes, automated policy guardrails, and unified multi-agent orchestration for enterprise-grade reliability.
Key Features
Natural Language Agent Builder
Construct operational runbooks and automation logic using plain English prompts, eliminating reliance on engineering teams to launch custom agents.
Universal Tool & MCP Connectivity
Connect seamlessly to existing tech stacks, databases, and third-party tools like Zendesk, Stripe, and Slack using native APIs and Model Context Protocol integrations.
Multi-Agent Orchestration Canvas
Coordinate specialized agents for triaging, deep technical investigations, and end-user resolutions across a unified operational canvas.
Granular Policy Engine & Guardrails
Enforce strict compliance rules, automatic PII redaction, spending thresholds, human-in-the-loop approvals, and instant kill-switches across all active agents.
Historical Simulation & Shadow Testing
Replay past support tickets and simulate live edge cases in a sandboxed environment to benchmark resolution accuracy before routing to actual customers.
Frontier Model Agility
Switch freely between top-tier foundation LLMs to optimize execution speed, operational cost, and reasoning capability per agent task.
Use Cases
- End-to-End Ticket Resolution : Handle tier-1 customer inquiries, plan adjustments, billing inquiries, and refund procedures automatically across CRM and payment platforms.
- Backend Investigation & Diagnostics : Trace customer records, inspect ledger discrepancies, and pull live database logs directly to resolve complex technical support issues.
- Automated Engineering Escalations : Diagnose verified bugs, gather reproducible context and stack logs, and file structured issue tickets into Jira or Linear for engineering teams.
- Smart Triage & Ticket Routing : Evaluate incoming customer messages, categorize urgency and intent, and route edge cases to specialized agents or human specialists.
- Customer Retention & Subscription Management : Evaluate cancellation requests against subscription terms, apply conditional retention discounts, and execute updates in payment providers.
FAQs
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