Hiver AI Overview

Hiver AI works alongside your team to resolve customer requests, handle the groundwork on complex issues, and improve how support runs over time. It can understand what customers need, follow multi-step procedures, assist teammates with responses and next steps, and review response quality across conversations.

Note: The Hiver AI capabilities available to you depend on your Hiver plan.

Resolve and automate customer requests

AI Agents

AI Agents can handle customer conversations over chat from start to finish, resolving supported issues independently and bringing in your team when human judgment is needed.

You can decide what they should handle, customize how they communicate with customers, add guardrails, and define when conversations should be handed over to your team. Set up AI Agents.

Skills

Skills define how Hiver AI should work through complex requests that involve multiple steps, decisions, or actions.

Create Skills for workflows such as refunds, account changes, troubleshooting, or other processes where Hiver AI needs to follow your policies and take the right steps to reach a resolution.

Get started with Skills.

Assist your team and automate routine work

AI Copilot

AI Copilot works alongside your team as they handle customer conversations, helping them understand context, find the information they need, and prepare responses.

It includes:

• Ask AI: Get answers and find relevant information while working on a conversation.
• AI Compose: Draft a response, improve existing text, or adjust the tone and length before sending.
• AI Summarizer: Turn long conversation histories into concise summaries so teammates can quickly understand what has happened and continue the conversation.

Get started with AI Copilot.

AI Tagging

AI Tagging understands what incoming conversations are about and applies relevant tags automatically.

This gives you more consistent categorization across your support operation and lets you use tags to route and assign conversations, and report on the types of issues your team handles.

Set up AI Tagging.

Understand your customers and improve support quality

AI Sentiment Analysis

AI Sentiment Analysis detects the sentiment of customer conversations, giving your team more context about how an interaction is going.

Use sentiment to spot conversations that may need attention, prioritize follow-ups, or trigger Automations when customer sentiment changes.

Set up AI Sentiment Analysis.

AI QA

AI QA assesses the quality of your team’s responses against the parameters you define.

Get a broader view of support quality, spot recurring gaps, understand where teammates may need coaching, and identify opportunities to improve how customers are supported.

Get started with AI QA.

Give Hiver AI the right context

Knowledge Hub

Knowledge Hub brings together the information Hiver AI can rely on when answering questions and working through customer requests.

Connect sources such as your Help Center, Google Drive, Notion, and Confluence so AI Agents and AI Copilot can find relevant information from the knowledge your organization already maintains.

Set up Knowledge Hub.

Bring AI into your Automations

AI Tasks

AI Tasks let you add AI to workflows that need an understanding of the conversation before the next action can be determined.

Add an AI Task to an Automation to interpret the customer’s intent or context and take the appropriate action. This helps automate workflows that would otherwise require someone to read the conversation and decide what should happen next.

Get started with AI Tasks.