Hiver Omni

Introducing Slack as a channel on Hiver Omni where Slack messages can be managed as conversations/tickets in Hiver inbox

Automatically discovers and groups conversations into meaningful topics based on customer intent and themes across channels, enabling teams to understand emerging issues, track trends, and prioritise improvements without manual configuration.

Automatically reviews conversations to evaluate response quality, policy adherence, tone, and resolution effectiveness, helping teams improve agent performance and maintain consistent support standards.

Provides admins with clear insights into AI impact by measuring efficiency gains, resolution improvements, and cost savings driven by AI adoption.

Generates high-quality, context-aware response drafts based on conversation history, knowledge base content, and company tone, allowing agents to reply faster with confidence.

Extracts actionable items from conversations and automatically creates, assigns, and tracks tasks to ensure follow-ups are not missed.

Continuously evaluates customer sentiment across messages to help teams identify frustrated or at-risk customers early and prioritise responses accordingly.

Automatically analyzes conversations to identify intent, topic, and context, and applies relevant tags to enable better routing, reporting, and automation.

An upgraded AI assistant that proactively supports agents with real-time conversation insights, suggested replies, summaries, and recommended next actions to improve resolution speed and quality.

Chat admins can view & measure impact of AI chat agents on their inbox