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Leave the time-consuming grunt work to Harvey - Hiver’s AI bot. Focus your attention on the more important tasks.
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Your customer support teams now have an intelligent and dependable sidekick in Harvey - Hiver’s AI Bot. Using Natural Language Processing (NLP),Harvey powers up Hiver’s intuitive Gmail-based helpdesk capabilities.
Harvey can accurately identify the context of customer conversations and offer intelligent suggestions to support agents, enabling them to work faster and delight customers even better.
Email templates for canned responses are a great way to offer quick answers.
But it's easy to get overwhelmed when you have to choose the 'best' template from a list of available templates.
Harvey helps you find the email template you need – by analyzing customer messages and intelligently suggesting the most relevant template(s) to help provide a satisfactory resolution.
You can also combine parts of Harvey's suggested templates to create custom responses.
After agents resolve and close conversations, customers often send 'Thank You' responses - these don’t require any action, but reopen the conversations. The agents, then, manually close them again.
If you manage hundreds of such conversations frequently, your teams would need to spend too much time and effort to ‘close’ them individually. Imagine how this skews the service metrics!
Harvey, with its Thank You Detection feature, can identify and close conversations that get reopened due to non-actionable customer responses having an underlying “Thank you” sentiment.
Harvey performs the manual, repetitive task of closing conversations that get reopened due to non-actionable “Thank You” responses. This helps teams manage their work better by focusing on the important tasks.
The non-actionable responses can significantly impact your defined SLAs. By automatically closing such conversations instantly, Harvey ensures that your analytics data remains accurate.
Easily track all conversations closed by Harvey. You can also view all the actions performed by Harvey on any email conversation - in the activity panel that appears on the right side of your Gmail inbox.
Harvey is an intelligent bot - it learns from you. Whenever an agent reopens any conversation that Harvey might have closed incorrectly, Harvey uses it as feedback to improve the accuracy of its algorithm.
Setting up Harvey is incredibly easy. All it takes is a single click to enable or disable Harvey’s "Thank You Response Detection" for any shared mailbox. Once set up, Harvey never overrides the actions performed by humans or any predefined workflow automations.
Leverage Hiver’s powerful rule-based Automations and automate mundane and repetitive help desk tasks.
Set deadlines for customer issue resolutions, track SLA violations and define business hours for your customer service team.
Maximise customer delight with the wide range of features offered by Hiver
Hiver’s AI Bot – Harvey helps us get rid of redundant emails, such as autoresponders. We’re now able to focus better on important customer queries. Our average query handling time has consequently improved by 30%.
President and CEO at Wheel Wiz
Hiver has come along as a trustworthy, discerning, and dependable sidekick that has helped us manage our emails better and faster.
Hiver is extremely easy to use. We were able to hit the ground running right from day one. Plus, their customer service is fantastic!
We're 100% Gmail. Working on customer queries from Gmail was exactly what we needed. Moreover, moving to Hiver was a painless affair.
