Case Study: Automox achieves 92% ticket deflection with Duckie

Automox achieves 92% ticket deflection with Duckie

Automox, an endpoint and patch management SaaS company, faced challenges with a stagnant and limited AI support tool that could not handle complex customer questions, particularly regarding their custom scripting feature called worklets. Their previous vendor's tool was unable to integrate with other systems or provide meaningful assistance, leading the company to seek a new AI customer support solution from Duckie.

By implementing Duckie's AI support agent, Automox achieved a 90-92% ticket deflection rate, a threefold improvement over their previous tool. Duckie's solution excelled at handling intricate technical issues, assisting with worklet scripting, and integrating with internal tools like Zendesk and Slack. This dramatically reduced the support team's ticket burden, freeing them to focus on higher-value projects and tooling improvements.

Automox