Solving the context reset when customers move from website browsing to phone calls
Eliminate the information gap when customers switch from browsing your website to calling support. Use Duvi to sync your knowledge base across all communication channels.
A visitor spends ten minutes reading your technical documentation. They have a specific question about a shipping constraint or a warranty detail. They click the call button on your site. The person who picks up the phone starts from zero because they have no idea what page the customer was just viewing. This is a context reset. It happens every time a web visitor becomes a caller.
When information on your website is disconnected from your phone support team, customers experience friction. This leads to abandoned carts and lost leads. Most businesses try to solve this by hiring more staff or creating internal wikis that are difficult to search during a live call. Duvi uses a single knowledge base for every communication channel. When you deploy an agent, it crawls your website and parses uploaded files into a vector store. This ensures the answers provided over a phone call are identical to the answers provided in a web chat. The agent uses your actual content instead of relying on a generic model. This prevents solving knowledge divergence between phone and web support by anchoring all responses to your documentation.
Technical parity matters for complex inquiries. If a customer asks about a specific torque setting on your website, they should get the same answer when they call your Twilio number ten minutes later. Stopping lead decay by resolving technical inquiries during off hours requires this level of consistency. Because Duvi uses the same knowledge base for the website script tag and the phone line, the agent stays consistent across platforms.
The intelligence of an agent extends beyond answering questions. High intent customers often need to take an action, such as checking order status or booking a site visit. You can connect Duvi agents to your own HTTP APIs or Salesforce records. If a customer is chatting on WhatsApp and asks to change their delivery address, the agent can call an API to update the database. Eliminating repetitive data entry during support escalations by syncing agent discovery with CRM records ensures that if that same customer calls the business number later to confirm the change, the agent sees the updated record immediately.
These agents can also use MCP servers to interact with local data or complex systems. This allows the agent to act as a functional part of your operations team. Why grounding AI agents in documentation is only half the solution becomes clear when you need the agent to perform tasks rather than just recite text. If a conversation becomes too complex for the AI, it can hand over the session to a human. This ensures that the customer is never stuck in a loop.
Setting up these capabilities does not require an engineering team. You connect your own WhatsApp business account through Meta or your phone numbers through Twilio. The agent is managed through a single interface where you can view analytics and recordings of completed calls. These insights help you understand where customers are getting stuck and what documentation might be missing from your site. Why manual data lookups stall support operations is often a matter of information access: providing the agent with your documentation solves this bottleneck.
Usage is handled through a credit system. You do not need to build custom integrations for every surface. You place one script tag on your website and connect your messaging accounts. The agent then handles async messages on WhatsApp and live voice conversations on the phone using the same tools and information. This removes the gap between what your website says and what your support team provides.