CustomerAgentTools
Customer-Agent Runtime
A multilingual support agent that streams answers from approved sources, customer context, orders, payments, inventory, and tenant-scoped tools instead of loose prompt memory.
DuoCode AI Customer-Service Operating System
DuoCode helps Malaysian SMEs answer customers from approved evidence, route risky actions to human approval, and inspect every AI run before it becomes a business problem. The customer-agent runtime, Gemini audit lane, and Design Studio debug view all share one product base.
Agentic CS · The service loop
Answering is the easy part. Resolving is a loop.
An AI can answer a customer — but the service job is often still unfinished. A useful answer needs the right customer context, the correct approved policy, a safe next action or a human handoff, and a record of what happened.
The gap isn't conversation. It's completion.
So Agentic CS connects the conversation to the work that resolves it — one governed path from request to resolution.
Agentic CSGoverned loop
Ask
Ground
Decide
Act / hand off
Verify
Record
01
Ask
A customer asks — by text, a screenshot, or voice.
02
Ground
Pull the right customer context and answer only from approved, released knowledge.
03
Decide
Apply the approved policy for the case — not a guess.
04
Act / hand off
Take an authorised action, or pass risky work to a human with full context.
05
Verify
Check the evidence — no false promise, and no money moves without approval.
06
Record
Log the outcome to an audit trail that improves the next answer.
The recorded outcome becomes context for the next question — so the loop closes and every answer gets sharper.
See the loop running
The same loop, in the real product
Asked whether refunds are automatic, it searches approved sources and explains the policy with citations — never inventing a limit or promising money moved. The next step is a controlled review, not a false promise.
The same conversation opens to a human — message, answer, sources, and recorded activity. The operator takes over with full context, so the customer never repeats themselves.
The business reviews and releases which documents may answer customers — the AI is never handed a pile of files to improvise. It controls what the AI is allowed to use.
The difference
Most tools optimise for a faster reply. We optimise for a defensible resolution — approved evidence and citations, policy-bound next steps, and human handoff with an audit trail.
We start with project-based digital-service teams, where a wrong promise about scope, payment, delivery, or access is expensive.
Better service should never require a business to surrender control.
Grounded · policy-bound · improved from audited outcomes — built with Codex + GPT-5.6
One system behind the loop
Six modules, one runtime truth
The loop isn't a demo stitched from parts. Every module writes back to the same product state, audit trail, source governance, and approval workflow — so the whole loop stays consistent no matter which part is doing the work.
TraceRiskReview
Gemini Audit Layer
A shadow reviewer over the Convex audit bundle. It comments on safety, evidence, and handoff quality without answering customers or mutating product state.
BriefRunArtifact
Design Studio Debug View
A live product lane for testing website prototype workflows, source-grounded briefs, worker runs, artifact state, and support questions before they become customer-facing features.
SourceReleaseCitation
Evidence & Source Governance
OpenAI File Search provides retrieval, while Convex owns source authorization, releases, provider file ids, citations, deletion jobs, and replayable evidence.
QueueContextApprove
Human Approval Cockpit
Refunds, data access, account changes, and unsupported policy exceptions route to an operator queue with context, trace, source evidence, and one-click decisions.
OrderPaymentDelivery
SME Integrations
Payments, orders, CRM, POS, inventory, delivery, websites, and internal systems connect through audited custom actions instead of hidden automation shortcuts.
Provider-backed evidence
Citations come from real OpenAI File Search payloads and are persisted back to Convex for replay, deletion, and audit.
Shadow review, not auto-control
Gemini reviews the audit bundle and flags risk. It never approves refunds, changes tickets, or replaces operator judgement.
Shipped SME workflow references that inform the product
Workflow Evidence Library
These shipped references are not the main product. They are the operating evidence behind DuoCode's approved business knowledge, support workflows, Design Studio testing, and SME integrations. Use them to see the industries and workflows the product is designed to support.
Built around product truth, not chatbot guesses
A Malaysia-based software company turning SME support, approvals, and workflow design into one inspectable AI product
DuoCode Technology is registered with SSM Malaysia (Reg. No. 202603062356) and headquartered in Klang, Selangor. The product is built around one principle: Convex owns product truth, OpenAI answers from approved retrieval, Gemini audits in shadow, and operators keep final authority over risky business actions. Our studio delivery track now feeds the same system through Design Studio, where workflows and prototype runs can be tested before they reach customers.
SSM Registered
Reg. No. 202603062356 (LA0087244-A) · Klang, Selangor
Shared Runtime Truth
Conversations, tickets, tools, citations, run events, and reviews in one trace
Audit-First AI
RAG, tool validation, Gemini review, approval queues, and grounded answers
Local SME Fit
English, Chinese, Bahasa Malaysia · FPX, wallets, marketplace workflows
Insights
Read Our Engineering Blog
Deep dives into AI agents, guardrails, and the technology behind DuoCode — powered by a cutting-edge editorial text engine.
Explore ArticlesFrequently Asked Questions
Common questions about the DuoCode product system
What does DuoCode actually do?
DuoCode is a multilingual, guardrail-first AI customer-service operating system for Malaysian SMEs. It answers customers from approved evidence, routes risky actions to human approval, and keeps a replayable audit trail of every run.
How does DuoCode keep an AI service loop under control?
Safety isn't a one-way pipeline. Every request runs one governed loop, and high-risk cases leave that loop for a human before anything moves. The verified outcome then becomes context for the next question.
Who is the DuoCode product for?
Malaysian D2C and SME merchants doing 200–2,000 customer conversations a month — typically on Shopee, Shopify, or WooCommerce — who can't afford the leading enterprise AI customer-service products at USD 0.99 per resolved conversation and don't trust generic chatbots not to hallucinate refund commitments. Year 1 focus: Klang Valley and Penang.
How is DuoCode priced?
Hybrid base + per-resolution. Starter is RM 299/month (200 resolutions included, RM 1.50/extra). Growth is RM 799/month (800 resolutions, RM 1.20/extra, multi-language, custom policies). Scale is RM 1,899/month (2,500 resolutions, RM 0.90/extra, unlimited stores). All tiers come with the full guardrail cockpit. Final pricing is being calibrated against the first 10 design partners.
Is DuoCode a real registered company?
Yes. DuoCode Technology is registered with the Companies Commission of Malaysia (SSM) under registration number 202603062356 (LA0087244-A) and headquartered in Klang, Selangor. The public site uses the current registered entity name consistently across legal pages, metadata, and structured data.
I'm interested as a design partner / investor — how do I get in touch?
Drop a note via the contact section above or email [email protected]. We're actively in conversation with Malaysian D2C brands about beta access, and with SEA-focused angel investors about the pre-seed round. Live demos of the Agentic CS service loop and operator review surface are available on request.
Talk to DuoCode
Whether you're a SME exploring the AI agent, a partner who wants to integrate, or an investor who wants to see the demo — drop us a note and we'll be in touch within 24 hours.