Standardizing data retrieval for complex support inquiries across multiple communication channels

A support agent spends nearly thirty percent of a live call navigating internal software to find a single status update. This delay increases the cost per contact and creates friction for the caller who expects an immediate answer. When a customer asks about a delayed shipment or a specific warranty clause, the agent usually has to toggle between a browser and a legacy CRM.

Every second a customer waits on hold while an agent looks for a manual or an order ID is a direct drain on margins. In many service environments, the information exists but remains trapped in silos. The technical manual might be a 200 page PDF on a shared drive. The order status is often hidden behind a legacy HTTP API. Linking these pieces of information in real time is usually a manual task for a human operator. Providing technical answers depends on the agent's ability to find the right document quickly.

Duvi serves as a single point of entry for these disparate data sources. Instead of writing a new front end, the business points Duvi at its website and uploads its documentation. The system parses this material into a vector store. When a customer asks a question on WhatsApp or over the phone, the agent retrieves the answer from the actual content of those files. Anchoring multi channel agents to a single technical knowledge base ensures answers come from real material rather than a generic model.

Static knowledge is only half the solution. A customer might know how to use a product but still need to check a live order status. Duvi connects to HTTP APIs or Salesforce records to pull live data. The agent treats these connections as tools. It identifies when a customer is asking for information stored in an external system and calls the appropriate endpoint to get it. This happens while the customer is still on the line. These agents can also use MCP servers to connect to internal databases to solve complex tasks. Often, a voice agent fails because it cannot take action, which creates an action gap tax on the operation.

A customer might start a conversation on a website chat bubble using a single script tag and follow up later via a phone call. Most systems treat these as separate events, forcing the customer to repeat their details. Duvi uses the same agent and the same knowledge across every surface. Using a unified knowledge base prevents repetitive customer inquiries across channels. If the agent learns a detail about an order on the phone, that context is available if the customer later reaches out via WhatsApp. This helps solve the context reset that occurs when customers move from browsing to calling.

Automation has limits. Some issues require a human to make a judgment call or handle a complex complaint. Duvi allows live chats to hand over to a human agent when the AI reaches the edge of its instructions. Before this handover, agents can automate identity verification to reduce total handle time. Calls can be recorded for quality assurance. Every completed conversation is analyzed into analytics and insights. Usage runs on credits, making the cost predictable as volume scales. This provides a clear view into where customers are getting stuck or which technical questions are asked most frequently. Launching an agent requires no engineering work.