About This Site
AI-native customer service platform built for complex support Hiver is an AI-native customer service platform built for the complexity that most support tools were never designed for. Hiver is available in two products: Hiver Omni is an AI-native omnichannel customer service platform that brings together email, live chat, Slack, voice, customer portals, and other channels in a single workspace. It is designed for teams that need a centralized system to manage customer conversations across channels, departments, and business systems. Hiver in Gmail transforms Gmail into an AI-powered helpdesk. It is built for teams that run customer operations from Google Workspace and want collaboration, automation, and AI capabilities without moving to an entirely new platform.
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Key Features AI
Core Features
AI Agents: Most AI in customer support software handles the requests it has seen before. It leaves untouched the ones that are too specific, too cross-functional, or too dependent on external systems to fit a standard pattern. Hiver AI Agents handle those. They independently resolve complex customer conversations end to end, pulling context from multiple systems, executing multi-step workflows, and making judgment calls based on account-specific information. When a request exceeds what an AI Agent can resolve, it hands off the full context to a human so nothing gets repeated and nothing gets lost.
AI Autopilot: Before an agent opens a ticket, Autopilot has already done the groundwork. It categorises incoming conversations, detects customer sentiment, triggers the right workflows, and assigns to the right support agent. By the time an agent steps in, the ticket is ready to work.
AI Copilot: Once an agent is in a conversation, Copilot works alongside them. It surfaces relevant context from past interactions and company knowledge, drafts replies based on the full conversation history, and reviews responses for tone and completeness before they go out. For global teams, it handles translation across languages without breaking the flow.
AI QA: Most teams review a small sample of conversations and make quality decisions based on incomplete data. AI QA changes that. Every agent response is automatically audited against quality parameters you define such as tone, accuracy, completeness, process adherence. Managers get a consistent, data-driven view of where quality is strong, where it is slipping, and which agents need coaching.
AI Insights: Support leaders spend a lot of time pulling reports to understand what is happening across their operation. AI Insights does that continuously in the background. It surfaces what customers are asking about most, where sentiment is trending, which workflows are creating bottlenecks, and where knowledge gaps are driving repeat escalations. The result is a live view of the operation that tells you where to focus, without anyone having to go looking for it.
Advantages
Deep integration with Google Workspace via a native Gmail helpdesk option
Robust, agentic AI capabilities that can execute multi-step API calls and workflows
Responsive and proactive 24/7 customer support via email and chat
Compliant with major security standards including GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA
Free data migration assistance from other help desks at no extra cost
缺点：All plans start at a minimum of 2 seats, with further seat increases restricted to increments of 5
缺点：Certain advanced features like AI Insights, AI Knowledge Hub, and Customer Intelligence are listed as coming soon
缺点：Voice channel is only available as a paid add-on in the Growth plan
缺点：Advanced integrations and API access are locked behind higher-tier paid plans
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