A single customer issue can involve multiple teams, several systems, and decisions that require human judgment. The context needed to resolve it may sit across a CRM, past tickets, product documentation, Slack, and internal teams. Most support platforms were not built for this level of complexity.
For more than a decade, Hiver has powered support inboxes for over 10,000 teams working in Gmail. Now, with Hiver Omni, the company is taking a bigger step: a standalone, agentic platform designed for complex support requests that span teams, tools, and channels.
AI That Does More Than Answer Questions
Consider a customer whose CRM integration has stopped syncing. Resolving that request could mean checking account history, reviewing previous tickets, understanding what changed, investigating a recent product update, and bringing engineering into the conversation. In a traditional helpdesk, much of that investigative work still falls on the support team.
Hiver Omni’s AI Agent can take on the first stretch of that work. It can ask clarifying questions, pull relevant account and product context, and route the case with its findings already attached. A support rep can also ask the AI to update a CRM record or create a Jira ticket without leaving the conversation.
When Engineering, Product, or Customer Success needs to get involved, collaboration stays connected to the original case rather than becoming another disconnected Slack thread.
Many AI support tools focus on deflecting routine questions with a chatbot layered over an existing helpdesk. Hiver Omni is built around the requests that need investigation and coordination instead.
The Knowledge Problem
AI is only as useful as the information it relies on. And support knowledge gets outdated quickly. Products change. Documentation doesn’t always keep up. Meanwhile, valuable answers often remain buried inside thousands of resolved conversations. Hiver Omni approaches this differently. Its AI can mine resolved conversations for answers that were never documented, help create missing knowledge, and identify information that may have become stale.
Autonomy With Guardrails
More autonomy also means more responsibility. Hiver Omni makes automated actions traceable. Admins can decide which workflows AI can run independently and expand that autonomy gradually as trust grows. Hiver also says it doesn’t use customer data to train its models.
The goal isn’t simply to automate more support tickets. It’s to help teams solve the problems that require investigation, coordination, and judgment.
That’s the bet behind Hiver Omni: AI Agents handle the heavy lifting, people bring the judgment, and complexity no longer dictates how customer support gets done.
