Duvi research
Ideas for operational AI teams.
Practical writing on voice agents, customer automation, and the systems behind faster resolution.
Read the archiveUnifying Customer Support Logic Across Phone and Web Channels
Eliminate logic drift between phone IVR and web chat by using a single AI agent definition for every channel to ensure consistent information and capability.
Why Diagnostic Support Queries Break Standard Chatbot Logic
Standard AI models prioritize conversation over technical precision. Learn how grounded agents and tool calls solve complex diagnostic queries for industrial products.
Why RAG is insufficient for transactional customer support
Static knowledge bases limit AI agents to answering questions. Transactional support requires API tool calls to resolve tickets and update CRM records.
Handling Context Fragmentation When Customers Switch From Phone to WhatsApp
Unified AI agents prevent context loss and customer repetition when switching between voice and WhatsApp channels using shared knowledge bases.
Why Static Knowledge Bases Create Support Bottlenecks
Static knowledge bases limit AI agents to answering questions. Learn how API tool calls and CRM updates resolve tickets without human intervention.
Why manual data lookups stall support operations
AI agents reduce support wait times by automating database lookups and CRM updates using API tool calls.
The financial impact of response latency for technical queries
Technical buyers will not wait for support tickets. Use grounded AI agents to provide immediate answers from your documentation and reduce lead abandonment.
Why Grounding AI Agents in Documentation Is Only Half the Solution
Grounding AI agents in documentation allows them to answer questions but tool calls to APIs are required to track packages and update CRMs.
What Shipping Duvi on Nalum Taught Us About Real AI Assistants
How we deployed Duvi on the Nalum alumni platform, what the production integration taught us, and how we approached grounding, privacy, and controlled access.
Reducing the Administrative Overhead of Manual Data Entry After Customer Calls
Learn how to automate CRM updates and record syncing after phone calls using AI agents that use APIs and live business data.
Recovering Abandoned Tool Calls Through Asynchronous Channel Handoff
Learn how Duvi uses asynchronous handoffs to WhatsApp to recover abandoned voice tool calls when customers lack immediate data.
Managing Lead Qualification Latency Across Distributed Channels
Learn how to eliminate response delays across WhatsApp, voice, and web channels by unifying business logic with AI agents.