Automating technical intake and diagnostics across voice and messaging

Optimizing technical intake and diagnostics

Support teams often spend a significant portion of their day asking the same five diagnostic questions before they can open a ticket. If a customer misses a detail or skips a basic troubleshooting step, resolution times can stretch by days. Manual data lookups often stall support operations because the technical knowledge required to solve the problem is buried in manuals that customers do not read.

Duvi moves this initial troubleshooting phase to an AI agent that lives on your website or mobile messaging channels. The agent uses a vector store built from your own website and uploaded files rather than relying on general training. When a customer asks about a specific error code, the agent pulls the exact resolution from your indexed documentation.

Consistency across different communication channels is a common failure point for support teams. Bridging the context gap between technical website documentation and mobile messaging ensures the logic remains identical. A customer might start a conversation on a website widget and then need to move to the field where they only have their phone. Because Duvi uses a single agent for both web and phone calls, the knowledge stays synchronized. The business connects its own Twilio number or WhatsApp Business account to ensure the customer talks to the same official entity.

These agents use tool calls to interact with internal systems. An agent can call an HTTP API or an MCP server to verify a serial number or check a warranty status in Salesforce. If a customer calls a phone number to report a broken part, the agent can check if that part is in stock before the conversation reaches a human. This reduces the phone line bottleneck that typically sabotages support budgets. It also limits the number of calls that end with a promise to call back later.

The implementation does not require engineering work. You provide a website URL for the crawler or upload PDF manuals, and the platform handles the indexing. For the website, a single script tag adds the chat widget. For phone and WhatsApp, the setup involves a standard handshake with the provider like Meta or Twilio.

When the technical problem is too complex for the documentation to solve, the agent hands the conversation to a human. Transitioning complex support from WhatsApp messages to live voice calls includes the full context of the diagnostic steps already taken. Human agents spend their time on unique problems instead of verifying if a device is plugged in. Recorded calls and conversation analytics show which parts of the technical material are confusing customers, allowing for targeted documentation updates.

Usage is managed through credits. This provides a way to scale support capacity without hiring additional staff for seasonal peaks. A business can maintain high technical accuracy across every touchpoint without increasing the cost per conversation.