Case Study: Medtelligent achieves 10x faster AI support setup with Duckie

Medtelligent sets up AI support 10x faster with Duckie

Medtelligent, a healthcare technology company that provides an electronic health record platform for senior living communities, faced a challenge with its Zendesk support system. The volume of routine tickets, like login issues, caused constant context switching for their team, preventing them from focusing on complex, high-value problems. They initially tried Zendesk's AI tool but found its setup to be extremely manual and time-consuming, taking 4-5 hours to build a single resolution workflow.

By implementing Duckie's AI support agent, Medtelligent found a solution that automated workflow creation through plain language descriptions, drastically reducing setup time to just 30 minutes. The Duckie platform ingested over 12,000 historical tickets in two hours to learn the company's tone and resolution methods. This resulted in a 60% ticket resolution rate, allowing the team to focus on nuanced issues while Duckie handled routine inquiries quickly and with a caring tone appropriate for the healthcare setting.

Medtelligent