New platform combines omnichannel conversations, AI-driven issue investigation, and support analytics to help teams manage complex customer requests

Hiver has announced Hiver Omni, an agentic AI-powered omnichannel customer service platform designed to help businesses handle complex support requests by connecting conversations, teams, tools, and communication channels in one workspace.

The platform uses AI agents to investigate issues, gather context from connected systems, follow workflows, and take action across multiple steps. Human support teams can provide judgment and oversight when needed, while insights from resolved cases can help improve knowledge resources and identify recurring support issues.

AI Agents Designed for Complex Support

Customer support often involves more than answering questions. Resolving complex requests can require investigating previous interactions, gathering information from multiple systems, coordinating with other teams, and following several steps before reaching an outcome.

Hiver Omni is designed to automate more of this work. Its AI agents can collect relevant context, investigate what happened, follow defined processes, and move requests toward resolution. When human intervention is necessary, support staff can take over with relevant groundwork already completed.

Niraj Ranjan Rout, co-founder and CEO of Hiver, said the platform builds on the company's experience helping support teams manage investigations, coordination, and work across systems.

“With Hiver Omni, AI can now take on more of this work, helping teams resolve issues with greater speed and context,” Rout said.

Connecting Conversations Across Channels

Hiver Omni brings customer conversations and internal collaboration into a shared workspace. Supported channels include email, live chat, Slack, voice, WhatsApp, and social media.

The unified environment is intended to help teams retain customer context across interactions and coordinate responses without fragmenting information across separate communication tools.

By connecting conversations with workflows and business systems, the platform aims to support more consistent handling of customer requests across channels and departments.

Turning Resolutions Into Operational Insights

Beyond resolving individual cases, Hiver Omni is designed to use support interactions to improve broader service operations.

Its AI capabilities can help keep knowledge resources current, review support quality, identify recurring issues, surface account signals, and highlight gaps in service performance. These insights are intended to help teams recognize patterns and areas requiring attention as support volumes grow.

The approach extends AI's role from assisting with individual customer interactions to supporting ongoing improvements in knowledge management, quality monitoring, and operational oversight.