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In customer service, every second counts. A delayed reply, a missed detail, or an inconsistent tone can be the difference between a delighted customer and a frustrated one. Yet, if you peek inside most support teams today, you’ll see the same challenges playing on repeat:
- Manually triaging and routing hundreds of conversations every day.
- Rewriting the same replies to common questions.
- Hunting for answers buried in past emails, policy docs, or knowledge bases.
- Lacking visibility into where tickets actually get stuck.
These issues don’t just slow down support. They cost teams efficiency, morale, and the ability to scale without scaling stress.
The truth is, customer service has reached a tipping point. The traditional model of “throw more people at the problem” is no longer sustainable. AI isn’t just a nice-to-have anymore, it’s becoming the essential teammate that helps teams work smarter, not harder.
Table of Contents
- Hiver AI — your intelligent teammate for smarter customer service
- A day in the life with Hiver AI — across the customer service lifecycle
- Why this matters
- One add-on. All features. Unlimited usage.
- Step into the future of customer service
- Start using Hiver today
Hiver AI — your intelligent teammate for smarter customer service
Hiver AI was built with one belief: Great support shouldn’t require more tools, more tabs, or more training.
It lives where your team already works — to assist, automate, and optimize every stage of the customer service lifecycle.
No context-switching. No complicated setup. Just AI that understands your workflows and gets to work from day one.
Hiver AI is powered by three core pillars:
- AI Copilot – Assists agents in real time with replies, summaries, and contextual answers.
- AI Agents – Autonomously handle repetitive tasks and resolve queries without human input.
- AI Insights – Surface patterns, track performance, and uncover improvement opportunities.
A day in the life with Hiver AI — across the customer service lifecycle
To see how it works, let’s follow a conversation through the customer service journey.
Scenario: It’s Monday morning. An e-commerce support team receives an email from a customer, frustrated about a delayed delivery.
Stage 1: Organize — Bringing order to inbox chaos
The first stage of any support funnel is usually the messiest. Conversations land untagged, with no owner, no priority, and often missing key details like order IDs or urgency. Admins and agents are forced to manually read through every email just to decide what it’s about and who should handle it. This slows down triage, delays responses, and creates room for human error.
That’s where Hiver AI steps in to automate the heavy lifting.
- AI Tagging automatically scans the email’s content, identifies keywords, sentiment cues, and historical tagging patterns, and labels it as “Delivery Delay.” This context-based tagging lets Hiver route the conversation to the right team instantly, no manual triage required.
- AI Sentiment Analysis reads the tone and phrasing of the customer’s message, classifies it as Negative, and automatically pushes the conversation into a high-priority view. This ensures frustrated customers are handled first, before their experience worsens.
- AI Extract scans the email’s subject and body to detect key details like invoice or order numbers. It learns from the examples you provide, automatically captures these details, and adds them as pinned notes inside Hiver, so teams can instantly see what matters. You can even @mention your finance or ops team in the note to review or take action right away, ensuring nothing slips through the cracks.
Impact: By the time an agent sees the ticket, it’s already tagged, prioritized, and enriched with key data.
Stage 2: Deflect — Reducing volume before it hits the team
One of the biggest challenges in customer service is the flood of repetitive queries — from “Where’s my order?” to password resets or invoice clarifications. Agents spend hours replying to the same questions, which not only slows down response times but also eats into the energy they could be spending on complex, high-value issues. Even after a ticket is resolved, “Thank you” replies often reopen cases unnecessarily, cluttering queues and skewing reporting.
This is where Hiver AI helps automate deflection, handling repetitive or non-actionable conversations on its own while keeping agents focused on what really needs their attention.
- If this were a routine “Where’s my order?” question, AI Answers could auto-respond using your knowledge base.
- If it’s just a “Thanks” after resolution, AI Thank You Detector closes it automatically so your queue stays clean.
- For multi-step tasks like initiating a refund, AI Task will execute them across systems without agent involvement.
Impact: Agents focus on issues that truly need them, while customers still get timely, accurate answers.
Stage 3: Respond & Resolve — Ensuring speed and consistency
Once a ticket makes it to an agent, the challenges shift. Agents often spend precious time scrolling through long threads, rewriting the same replies, or searching knowledge bases for answers. Tone and accuracy vary from person to person, which can frustrate customers and force QA managers to step in for edits. New hires feel this even more — they take longer to ramp up and often rely on shadowing or guesswork to get responses right.
Hiver AI takes away the heavy lifting here by giving agents the context, confidence, and consistency they need to respond quickly and accurately.
The ticket is more complex, so it lands with an agent.
- AI Summarizer condenses long exchanges between the customer and the support team into concise notes, helping agents instantly grasp the context before replying
- The agent uses Ask AI for the latest policy on delayed deliveries, and gets the exact answer from their Knowledge Base in seconds.
- AI Suggested Response pre-fills an accurate, ready-to-send reply — even pulling live order status from connected systems.
- AI Compose refines it in an empathetic, professional tone that matches the brand voice.
- AI QA then reviews the draft for tone, empathy, and accuracy, flagging improvements before it’s sent — ensuring every response is consistent and on-brand.
Impact: Faster, more confident replies, delivered with consistent tone and accurate context.
Stage 4: Optimize — Learning and improving from every conversation
Even after tickets are resolved, visibility is one of the toughest challenges for managers. Why are SLAs being missed? Are agents slowed down by long threads, tone issues, or inefficient workflows? Without clear insights, managers often end up relying on guesswork instead of data.
This is where Hiver AI doesn’t just assist or automate — it also analyzes. It turns every interaction into an opportunity to learn and improve.
- AI QA aggregates quality scores across agents and teams, helping managers identify coaching needs and recurring quality gaps without manual audits.
- In the background, Resolution Assist spots that delivery delay tickets have been increasing and suggests adding a proactive tracking update step to the workflow.
- Customer Health notices this customer has had multiple negative sentiment tickets recently, flagging them for proactive outreach.
Table of Contents
- Hiver AI — your intelligent teammate for smarter customer service
- A day in the life with Hiver AI — across the customer service lifecycle
- Why this matters
- One add-on. All features. Unlimited usage.
- Step into the future of customer service
- Start using Hiver today
- ROI Analysis & Feedback Loops measure how AI is helping and feed learnings back into the system to keep improving.
Impact: Managers gain visibility to address root causes, improve processes, and prevent issues before they escalate.
Why this matters
Hiver AI isn’t just about speed — it reshapes the entire support experience.
Conversations arrive already tagged, prioritized, and enriched with the right details. Routine queries close themselves. When an agent does step in, they have the context, the answers, and a polished draft ready to go. And while your team is resolving tickets, Hiver AI is quietly learning — spotting trends, highlighting risks, and giving managers the clarity to improve what happens next.
All of this with AI that’s natively integrated into every customer service touchpoint. No new tools, and no steep learning curves.
One add-on. All features. Unlimited usage.
Hiver AI is available as a single add-on across all paid Hiver plans, giving you access to the full suite without complex tiers at $20/user/month — unlimited usage, no credits.
Start using AI Tagging, AI Compose, AI Summarizer, AI Sentiment Analysis, and more today to explore the value before you decide to add it to your plan.
Step into the future of customer service
Hiver AI is here to help you scale service without scaling stress, making your team more confident, your workflows more efficient, and your customer experience more consistent.
Hiver AI doesn’t just keep up with your pace; it sets a new one.
Start using Hiver today
- Collaborate with ease
- Manage high email volume
- Leverage AI for stellar service
