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Serviceplane vs Duckie

Duckie is an autonomous AI agent that resolves support tickets. Serviceplane is a service desk for every channel — phone, text, chat, email and web forms — where the assistant answers only from approved knowledge, hands off to a person the moment it should, and every action lands on a verifiable audit trail.

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In their words

What Duckie says it is

Duckie - AI Support Agents

“AI support agents that resolve tickets end to end. Duckie handles your customer support autonomously, learning from your knowledge base to deliver instant, accurate responses 24/7.”

From duckie.ai, 2026-09-22. Their words, not ours; we keep this current and will correct it on request.

Where Duckie is a good fit

Software companies whose support runs on tickets and who want an AI agent to resolve them autonomously, learning from an existing knowledge base and help desk.

What we built differently

Where Serviceplane is different, stated as facts about Serviceplane

Each row is something you can check in a walkthrough. None of it is a claim about how Duckie works inside.

Answers only from approved knowledge, and a gate before go-live

Retrieval is limited to content a person approved; an approved answer card is returned verbatim; no matching source means the assistant abstains and offers a person. Every channel starts in shadow mode and goes live only when reviewed accuracy clears the bar you set (95% by default). How grounding is enforced.

Grounded · Shadow mode

A person is one hand-off away, and then the assistant steps back

Hand-off routes to the least-recently-routed available colleague inside published hours, or files the case for the right team after hours with the resident told when staff are back. Once a person has the conversation the assistant stops answering on it — no two voices in one thread.

Hand-off

One case across phone, text, chat, email and web forms

A phone call on the organization's own number, a text, an email to a shared mailbox, a chat and a web form all open or continue one numbered case. Voice is not a bolt-on: the assistant takes the call itself, texts a link mid-call, and a call-back inside a short window continues the same case.

Channels

An audit trail the customer can verify, not just read

Every action by the assistant or a person is an append-only event, SHA-256 hash-chained to the one before. A read-only auditor role, filters and CSV/JSON export, a verification call that names the first bad event, and a nightly export to storage you own with a digest ledger. How the record is built.

Audit

Built for the public sector's constraints

Microsoft 365 shared mailboxes and SharePoint with their permissions, single sign-on and SCIM from your directory (no passwords stored), retention per channel with legal hold, one-file case export for records requests, WCAG 2.1 AA tested in CI, 60 languages detected automatically. For government.

Government

Sold by the module, run on the models you choose

Channels, cases, copilot, knowledge, connectors and audit are switches — an organization buys what it uses. The model chain per task is yours to set, with fallback across providers; the grounding rules sit above the model, so changing it changes nothing about what the assistant may say.

Modules · Models

Shortlisting

Questions from teams comparing the two

Both answer from a knowledge base. What's different about "grounded" here?

The rules are enforced in code, not asked of a model: only content with an approved status is retrieved, an approved answer card is returned verbatim with no model in the loop, and no matching source means an abstention and a hand-off — never a fallback to general knowledge. A channel cannot go live until reviewed accuracy clears your bar. Every rule, and where it lives.

Autonomous or assisted?

Both, per channel and per rule. The assistant answers on its own where approved knowledge covers the question; plain-English policies refuse, escalate or route the rest; anything outbound the copilot proposes waits for a person's click. Every one of those decisions is an event on the record.

Can we bring our history over?

Yes. Training mode replays a CSV of past questions and the replies your staff gave, scores how closely the assistant's answers agree, and turns a staff reply into an approved answer card in one click. A FAQ imports in one call. Knowledge comes from your website, uploaded documents and SharePoint — not from a ticket export.

Do you integrate with it?

There is no native connector. Serviceplane exposes signed outbound webhooks for every event and tenant-scoped API keys, and reads from Microsoft 365, SharePoint and your records replica. If both systems need to run side by side for a while, the webhook stream is how the other one hears about cases.

Is it cheaper?

We don't publish a price comparison and won't guess at theirs. Serviceplane is sold by the module, so an organization pays for the channels and capabilities it switches on. Ask for a quote with your channel mix and volumes.

Can we try it without switching?

That is how every deployment starts: a channel in shadow mode answers to a private log while your current setup keeps running, and you compare the pairs before anything is public.

The three things every comparison comes down to

See it answer from your pages — and decline what they don't cover.

We build a workspace from your public site, ask it your hardest questions, and show you the passages behind every answer and the queue behind every miss.

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