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.

Speed up query response time with intelligently recommended email template suggestions.