Hiver, a San Jose, California-based customer service software company, has launched Hiver Omni, an AI-powered platform designed to help support teams investigate and resolve complex customer requests across multiple communication channels.
The new platform combines AI agents, customer conversations, ticketing and cross-team collaboration in a single workspace. It allows AI agents to gather information, follow established processes and take actions across connected business systems, while human support staff handle decisions requiring additional judgment.
AI Agents for Complex Customer Support
Hiver Omni is designed for support requests that require more than answering a single customer question. These cases often involve investigating an issue, retrieving information from different systems and coordinating with multiple teams before reaching a resolution.
The platform’s AI agents can clarify requests, search for relevant context, investigate problems and carry out multi-step processes across connected systems.
Hiver Omni also brings together customer interactions from email, live chat, Slack, voice, WhatsApp and social media. This allows support teams to manage conversations and collaborate without separating customer information across different channels.
“For more than a decade, we’ve seen that resolving a customer issue takes far more than answering a question. Teams investigate, coordinate and work across systems to get to the right answer. With Hiver Omni, AI can now take on more of this work, helping teams resolve issues with greater speed and context,” said Niraj Ranjan Rout, co-founder and CEO of Hiver.
Automating Support Knowledge and Quality Monitoring
Beyond handling individual requests, Hiver Omni uses AI to support ongoing customer service operations.
The platform can update support knowledge based on resolved cases, review service quality, identify recurring customer issues and highlight gaps in support performance. It can also surface customer account signals that may require attention.
These capabilities are intended to reduce the manual work involved in maintaining documentation, reviewing conversations and monitoring support operations as request volumes increase.
According to Hiver, more than 10,000 teams worldwide use its technology. The company has raised over $30 million in funding.
Hiver Omni is available now, with free trials and product demonstrations offered through the company’s website.