Eliminating the discovery phase in complex technical support

A Tier 2 support engineer should not spend the first fifteen minutes of a call asking for a model number, a software version, or a clear description of an error. This discovery phase is a significant drain on high value resources. It forces customers to repeat information they might have already typed into a web form or mentioned to a receptionist. The delay between the initial contact and the actual resolution often stems from this repetitive data gathering.

Duvi changes this by placing an AI agent at the entry point of every channel. When a customer reaches out via a website chat or a WhatsApp message, the agent does not just offer a greeting. It uses the business materials to ask the right qualifying questions. Because the agent has access to the vector store containing your specific product manuals and support policies, it knows which technical details are required to solve a particular problem. This approach ensures that knowledge bases are not hidden from customers during the initial contact.

If a customer reports a malfunctioning unit on WhatsApp, the agent can immediately request the serial number. It can then use an HTTP API tool to check that serial number against your internal database. If the device is out of warranty, the agent explains the policy based on the documents you uploaded. This happens in seconds without a human ever touching the ticket. Automating these steps prevents the situation where manual data lookups stall support operations and create unnecessary wait times.

The transition from automated support to a human specialist often creates a friction point where context is lost. Duvi avoids this by maintaining a single source of truth across all channels. If a conversation starts on the phone and moves to a live human agent, that agent receives the full transcript and the analyzed data. The human starts the conversation with the model number and the error code already visible in their dashboard. This prevents the customer journey from breaking when moving from a website to a mobile chat application.

For businesses using Salesforce, the agent can update the customer record or create a case with the discovered details before the handover occurs. This ensures that the human team spends their time on actual problem solving. If the AI agent can resolve the issue entirely by providing a specific walkthrough from a technical guide, the case never needs to reach the human queue. Many static knowledge bases create support bottlenecks because they cannot execute these transactional updates or API calls.

Implementation does not require an engineering team to write new logic for every potential customer path. You point Duvi at your website and upload your PDF manuals. The system parses this content to understand the boundaries of your service. When a customer asks a question, the agent searches the vector store for the specific section of your documentation that applies. It generates a response based only on that approved knowledge.

This approach works for voice calls as well. A customer calling your support number interacts with the same knowledge base used for the web chat. If the caller needs to provide a complex serial number that is difficult to dictate, the agent can offer to move the conversation to WhatsApp. This multi channel capability ensures that the most efficient medium is used for the specific data being exchanged. The business manages these interactions through a credit based system. There is no need to build custom integrations for WhatsApp or phone connectivity from scratch. You connect your existing Twilio or Meta accounts to Duvi and the agent is live on those numbers immediately.