Hiver AI overview

Hiver AI works alongside your team across the customer support journey, from understanding and resolving requests to assisting teammates and helping managers improve support quality.

With Hiver AI, you can deploy AI Agents to resolve customer requests, define multi-step procedures for complex workflows, assist your team as they work, automate conversation management, and uncover patterns across customer interactions. These capabilities work together with your knowledge and support processes, so AI can take on more of the work while your team stays in control.

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


Resolve and automate customer requests

AI Agents

You can set up AI Agents to handle customer requests end to end and loop in your team when human judgment is needed.

Define what AI Agents should handle, customize how they communicate with customers, add guardrails, and specify when and how 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.

Use Skills for workflows such as refunds, account changes, troubleshooting, or other requests where AI needs to follow your business processes rather than simply answer a question.

Get started with Skills.


Assist your team and automate routine work

AI Copilot

AI Copilot works alongside your team while they handle customer conversations, helping them quickly understand context, find information, and respond. It includes:

Get started with AI Copilot.

AI Tagging

AI Tagging automatically categorizes incoming conversations based on what the customer is contacting you about.

You can use these tags to keep conversations organized and power workflows such as routing, assignment, and reporting without relying on your team to tag every conversation manually.

Set up AI Tagging.


Understand your customers and improve support quality

AI QA

AI QA automatically assesses the quality of responses your team sends against the parameters you define.

You can use AI QA to review quality across conversations, identify recurring gaps, understand where individual teammates may need support, and use those insights to guide coaching.

Get started with AI QA.

AI Sentiment Analysis

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

You can use sentiment to identify conversations that may need attention, prioritize follow-up, or trigger Automations based on changes in customer sentiment.

Set up AI Sentiment Analysis.

AI Topics

AI Topics automatically identifies the topics and subtopics appearing across customer conversations.

See what customers are contacting you about, track changes in volume, and compare signals such as CSAT, sentiment, and resolution time to understand where customers may be experiencing friction.

Explore AI Topics.


Give Hiver AI the right context

Knowledge Hub

Knowledge Hub brings together the information Hiver AI can use 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 work from information your organization trusts.

Set up Knowledge Hub.


Bring AI into your Automations

AI Sentiment in Automations

Use changes in AI Sentiment to automatically respond when a customer conversation may need attention.

For example, you can escalate or reprioritize conversations when sentiment turns negative, route them to the right team, or trigger other follow-up actions without waiting for someone to identify the change manually.

Set up Automations using AI Sentiment.

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.