Hiver Ideas

AI Summarizer
Feature request
RELEASED December 13, 2023

AI Summarizer compresses long email conversations into concise notes, improving agent handoffs and speed up resolution of escalated issues.

With AI Summarizer, customer support teams can:

  • Easily generate summary of conversations required for transferring context during agent hand-offs, enabling the next agent to seamlessly pick up where their colleague left off. This helps to reduce hand-off information lag and ensures high-quality resolution continuity.

  • Derive context from historic interactions for consistent and relevant customer follow-ups.

  • Generate summaries of complex issues during escalations to resolve the issues faster without sifting through entire conversation threads.

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