Harvey

Hiver is the modern, AI-powered customer service platform designed to empower enterprise and mid-market teams—including Customer Service, Finance, and IT—to deliver exceptional support without the complexity. By deeply integrating AI into every touchpoint, Hiver eliminates busywork, allowing your human agents to focus on high-value interactions while AI Agents manage repetitive resolutions and tasks. Hiver is engineered to power rapid, human-like service across all channels, transforming your inbox into a centralized, intelligent service hub.

Key Features

Hiver transforms fragmented support operations into a unified, high-efficiency system through native AI integration and comprehensive omnichannel tools.

🧠 Native AI Agents & Copilot

Scale your service quality and speed by leveraging AI built directly into your inbox. The AI Copilot instantly drafts replies, suggests next steps, and revises tone for agents, drawing context from internal docs and past tickets. Simultaneously, AI Agents autonomously triage, categorize, route, and resolve repetitive queries, saving your team hundreds of hours monthly and ensuring urgent conversations are prioritized via AI Sentiment Analysis.

📬 Unified Omnichannel Inbox

Consolidate all customer interactions—including email, live chat, voice, and WhatsApp—into a single, intuitive interface. This unified inbox increases accountability by assigning clear ownership across channels and provides agents with complete, seamless history, eliminating tool-hopping and ensuring every customer journey is visible and contextualized.

⚙️ Intelligent Workflows and Automations

Automate the mundane tasks that slow down service delivery. Hiver allows you to build no-code rules for automatically routing conversations, tagging tickets, performing data entry, and executing multi-step actions in connected third-party apps. These automations, powered by AI Triage, cut down assignment times, slash response times, and help teams meet stringent SLA targets reliably.

🤝 Seamless Team Collaboration

Enhance internal efficiency by enabling teams to collaborate directly within the customer conversation thread. Use Shared Inboxes to centralize communication and assign ownership, while internal Notes and @mentions facilitate real-time discussion and context sharing without resorting to messy CCs or forwards. Shared Drafts and approval workflows streamline quality control and response consistency.

📊 Actionable AI Insights and Reporting

Move beyond basic metrics with advanced, data-driven insights. Hiver’s AI analyzes patterns, tracks key metrics (like response times, support volume, and ticket trends), and uncovers opportunities to improve support quality. Use custom reports, dynamic dashboards, and CSAT surveys to back strategic decisions and continuously fine-tune performance and headcount planning.

Use Cases

Hiver’s integrated platform delivers tangible efficiency gains and service improvements across various operational scenarios:

1. Automating High-Volume Triage and Routing

For organizations handling thousands of daily emails, Hiver’s AI Triage automatically analyzes customer intent and urgency, categorizing and routing conversations to the most qualified agent based on skill and availability. This automation is proven to save teams significant time, such as Morgan State University, which saved over 500 hours every month by automating triage and routing, ensuring less than 1% of emails are missed.

2. Boosting Agent Productivity and Response Quality

When agents face complex or repetitive inquiries, the AI Copilot steps in. An agent can instantly generate a detailed, on-brand response draft, revise its tone for empathy, and access relevant information from the Knowledge Base or CRM—all without leaving the inbox. This capability ensures 2x faster productivity and allows teams like Flexport to cut resolution times by 50%.

3. Streamlining Cross-Functional Operations (e.g., Finance & IT)

Hiver is not just for customer support; it centralizes operational workflows. Finance teams, for example, can use Hiver to manage vendor payment inquiries. Automations and integrations pull invoice data directly from ERP systems, while approval workflows manage multi-step sign-offs. This results in significant efficiency gains, with Ping Identity reporting a 45% increase in efficiency and 65% faster issue resolution for vendor payments.

Why Choose Hiver?

Hiver is engineered not merely as another ticketing system, but as a comprehensive, AI-first alternative designed to replace the complexity and high cost of legacy platforms like Zendesk and Freshdesk.

Hiver provides (almost) unbelievable value by consolidating advanced AI capabilities, full omnichannel support, and robust reporting into one platform, allowing your business to cut costs while delivering demonstrably better results.

Conclusion

Hiver provides the intelligence, clarity, and automation necessary for modern teams to scale their service without scaling complexity. By focusing on effortless service delivery, Hiver enables your team to resolve conversations faster, collaborate more effectively, and consistently exceed customer expectations.