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New platform combines AI-driven issue investigation, omnichannel customer service, and support analytics in a unified workspace
Hiver has launched Hiver Omni, an agentic AI-powered omnichannel customer service platform designed to help businesses manage complex support requests by connecting conversations, teams, tools, and communication channels in one workspace.
The platform enables AI agents to gather context from connected systems, investigate issues, follow defined processes, and take action across multiple steps. Human teams can step in when judgment is required, while insights from resolved cases can help improve knowledge resources and identify recurring service issues.
AI Agents for Complex Support Requests
Resolving customer issues often requires more than answering questions. Support teams may need to investigate previous interactions, collect information from multiple systems, coordinate with other departments, and complete several steps before reaching a resolution.
Hiver Omni is designed to automate more of this work. Its AI agents can investigate issues, assemble relevant context, and work through established processes to move requests toward resolution. When human intervention is necessary, agents can hand over the work with relevant information already gathered.
Niraj Ranjan Rout, co-founder and CEO of Hiver, said the platform builds on the company’s experience helping support teams manage investigations and coordinate work across systems.
“With Hiver Omni, AI can now take on more of this work, helping teams resolve issues with greater speed and context,” Rout said.
Connecting Conversations Across Channels
Hiver Omni brings customer conversations and internal collaboration into a shared workspace, supporting email, live chat, Slack, voice, WhatsApp, and social media.
By keeping conversations connected with customer context, the platform aims to help support teams coordinate responses across channels and departments without losing relevant information between interactions.
The unified approach is intended to reduce fragmented workflows and provide teams with a more consistent view of customer requests.
Turning Resolutions Into Operational Insights
Beyond handling individual support cases, Hiver Omni is designed to help organizations improve their broader support operations.
Its AI capabilities can keep knowledge resources current, review conversation quality, identify recurring issues, surface account signals, and highlight gaps in support performance. These insights can help teams recognize emerging problems and determine where additional attention is needed.
The approach extends AI’s role from responding to customers to supporting ongoing improvements in knowledge management, quality monitoring, and service operations.
Availability
Hiver Omni is available now. Businesses can start a free trial or book a demonstration through Hiver’s website.
