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Live chat and AI Agents for complex support
Most chatbots stop at simple deflection. Hiver is built for complex requests, with answers
grounded in your support docs, past conversations, and customer context in tools.
AI that resolves, hands off what it can't, and assists your team in real-time
Does the legwork first
Pulls context from past conversations, docs and systems to resolve support requests.
Hands off with context intact
Replies when confident, and when required, hands off to a human with full history intact.
Assists your team in real time
Surfaces resolution steps and drafts replies in real time.
AI Agents built for multi-system, multi-step requests
Trust every answer AI sends
No hallucinations. No stale answers. Every AI reply is grounded in your support docs, past conversations, and the data sitting in every tool you’ve connected. It asks for more context when questions are unclear and knows exactly when to hand off to a human agent.
Define the workflow. AI runs it.
Define exactly how your AI agent should handle each request. Login error? It grabs the error code, refreshes the token through your API, and confirms the fix. If the refresh fails, it creates a Jira ticket and hands it off to your team.
Built-in feedback loop and AI Copilot for the assist
Every conversation makes your AI agent sharper. Flag a bad reply, rate a good one, corrections take effect immediately. For chats that get routed to a team member, AI Copilot has your back by drafting replies and surfacing resolution steps.
Monitor every chat to surface gaps and get insights
Monitor every conversation to see exactly how your AI Agent is performing and where your knowledge sources fall short. Track deflection rate, resolution rate, volume, and customer satisfaction, so you always know what’s working and what to fix.
Manage cross-channel communication from one view
with full conversation history and analytics
Build out rule based chatbot flows
Easily build out “if-then” decision trees to handle complex scenarios like FAQs, booking information, etc. These flows extend your automated live chat software with AI capabilities for scalable frontline support.
Manage cross-channel communication
Start a conversation in chat and continue it over email without losing context. Every interaction across channels is unified into a single ticket view, so agents always know the full story and customers never have to repeat themselves.
Monitor support analytics across channels
Get a complete picture of your support performance across chat, email, and every other channel. Track volume, response times, resolution rates and key metrics, all in one place.
Connect systems and knowledge to AI Agents
AI Agents learn from your docs, CRM, and the systems your team uses so they can resolve complex issues end-to-end. They also keep your knowledge current, surfacing gaps and closing them as they go.
Trusted by 10,000+ teams for complex support
20% drop in support volume
“The live chat inside our client portal makes it easy for customers to reach us in real time—and with chatbot workflows in place, a lot of common questions are handled automatically. It’s reduced our support load by about 20% during peak times.”
Werner Alsemgeest
Specialist Master
Faster resolutions with chat
“The biggest change with Hiver Live Chat is speed — chats land where we’re already working, so customers get an answer instantly without us juggling another system.”
William Ellick
IT & Support Manager
Cut handling time by 67%
“With Hiver, chatbots manage routine queries, and complex cases go straight to agents in real time. This improves productivity and ensures every request is resolved on time.”
Nelson Jay Dela Cruz
Group Miki
40% boost in response speed
“We built accountability into every customer touchpoint. The team responds faster, handles higher volume, and works with a level of confidence we didn’t have before.”
Kenedi Padgett
Manager of Scaled Customer Success
Everything you need in a
modern agentic platform
Frequently Asked
Questions
1. What makes Hiver different from other AI live chat software?
Hiver combines AI-powered live chat software with a shared support workspace. AI Agents resolve repetitive queries using your knowledge sources, while complex conversations are routed to human agents with full context. Unlike standalone chat tools, every chat lives alongside email and other channels in one unified system.
2. Can Hiver’s AI live chat resolve customer queries automatically?
Yes. Hiver’s automated live chat software uses AI Agents trained on your FAQs, help center, SOPs, and internal documents to answer common questions instantly. AI handles routine conversations autonomously and escalates complex cases to agents when human judgment is required.
3. How does Hiver handle conversations that need human agents?
When AI reaches its limits, conversations are automatically routed to the right agent with full history and context. Agents can continue the conversation in chat or move it to email for deeper follow-ups without losing information.
4. Can we customise chatbot workflows?
Yes. Hiver supports rule-based chatbot flows that let teams build structured flows for FAQs, booking scenarios, and common requests. These workflows extend your automated live chat capabilities beyond simple Q&A.
5. How does Hiver measure AI and live chat performance?
Hiver provides analytics for both human agents and AI Agents. Teams can track chat volumes, response times, resolution rates, CSAT, and AI handoff patterns. This data helps optimize staffing and improve AI efficiency.
6. Does Hiver support canned responses and AI-assisted replies?
Yes. Agents can use shared templates and AI-generated reply suggestions during live chats. AI assists with drafting responses and learning from past interactions to improve consistency and speed.
7. Is Hiver suitable for enterprise support teams?
Hiver’s AI live chat software for enterprise support is built to handle high conversation volumes with automation, routing, analytics, and omnichannel collaboration. Teams can scale frontline support while maintaining visibility and control.
