Hiver

They say every setup takes a toll on someone... Someone to keep the workflows running: #Halloween

😱 Only 5% of global firms are genuinely deriving measurable returns from their AI investments. That’s not a revolution. That’s a reality check. Teams are tracking “bot replies” instead of actual impact,  and wondering why work doesn’t feel easier. This edition of What's The Buzz dives into what’s really behind the AI impact gap and what alignment really looks like. Read on:

Hiver AI solving real customer problems — not just generating text. 💡 Here’s a quick comparison of how two AI systems summarize the same customer–support email thread 👇 🟨 Gemini AI Summary: Unstructured, narrative-style, and lengthy — it lists every message but misses the essence of the conversation. 🟩 Hiver AI Copilot Summary: Organized into clear, actionable sections — Summary, Customer Issues, Actions Taken, Status, and Next Steps — making it instantly useful for support and account teams. This is where Hiver’s AI Copilot stands apart. It doesn’t just summarize text — it understands workflows. Our AI focuses on what matters to real customer-facing teams: ✅ Capturing intent ✅ Highlighting outcomes ✅ Surfacing what needs action next That’s the difference between a general AI model and a domain-trained AI Copilot. Special thanks to Shankar Sri for his valuable inputs that helped shape this feature -- and to Niraj Ranjan Rout and Nitesh Nandy for their continued mentorship and guidance along the way. 🙌 🙌 #AI #CustomerSupport #Automation #Productivity #Hiver #CustomerExperience #AIinAction

If your “AI-powered” support still feels stuck in 1985, hit 88 mph with us. 🚗⚡ We’re heading 𝗕𝗮𝗰𝗸 𝘁𝗼 𝘁𝗵𝗲 𝗙𝘂𝘁𝘂𝗿𝗲 at the AI for Customer Support Summit, where Niraj, Hiver’s CEO & Co-founder, will unpack what is going wrong with today’s AI tools for cx teams. The goal isn’t just to add AI, it’s to make it actually work for your team. You will leave knowing: → Why most AI initiatives fail to deliver real value (and how to fix that) → A blueprint to amplify (not replace) your team → What a truly modern, plug-and-play AI support stack looks like in practice 🗓️ 29 October, 11:15 AM to 12:15 PM 📍 The Westin Copley Place, Boston Register here: https://lnkd.in/gSDHQTzm

When we talk about AI in customer support, too often the conversation stops at 𝗰𝗵𝗮𝘁𝗯𝗼𝘁𝘀. Chatbots are important; they provide quick answers, deflect simple tickets, and keep queues manageable. But if you’re leading a customer support organization at scale, you know that AI’s potential goes far beyond a bot on your website. Imagine this instead: → AI that automatically surfaces the *right issues to the right agent at the right time*. → AI that spots a trend and escalates it proactively, whether it’s product bugs, delivery issues, or payment errors. → AI that equips your support team with context, history, and recommendations *across every customer touchpoint*. That's the real transformation. As support leaders, the question isn’t "How do we set up an AI chatbot that will handle customer requests?" It should be "𝗛𝗼𝘄 𝗱𝗼 𝗜 𝗲𝗺𝗽𝗼𝘄𝗲𝗿 𝗺𝘆 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘁𝗲𝗮𝗺 𝘁𝗼 𝘂𝘀𝗲 𝗔𝗜 𝗶𝗻 𝗮 𝘄𝗮𝘆 𝘁𝗵𝗮𝘁 𝗱𝗿𝗶𝘃𝗲𝘀 𝗲𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗼𝘃𝗲𝗿𝘄𝗵𝗲𝗹𝗺𝗶𝗻𝗴 𝘁𝗵𝗲𝗺?" The good news is that customer support leaders across the support world are already showing us how. 👉 Take a look at their lessons here: https://lnkd.in/gVJMRmb8

Diwali at Hiver was all heart. ✨ From friendly games that brought out our competitive best to laughter that echoed long after the music stopped, the evening felt like a warm glow we’ll carry into the rest of the year. Grateful for a team that shows up for each other, celebrates together, and makes work feel a little brighter every day. Wishing everyone a sparkling season from all of us at Hiver 🪔

For Cole Miller, Account Executive at Hiver, a classic NYC cheese pie isn’t just comfort food. It’s fuel. From spontaneous walks to visiting Lucali in Brooklyn, the city gives him the energy he brings to every client call. Through the Meet My City series, we get a glimpse of Cole’s world. Not just where he works from, but what drives him, and how that slice of New York shows up in everything he does. #MeetMyCity #LifeAtHiver

What's more useful right now - having a radar pointing up looking for signals from deep space, or having your ear to the ground. When we started building functionality on top of gen AI, the first few iterations were built based on the noise around us. What AI is 'capable' of. What other companies are doing. What investors think companies should be building. What is exciting to us as builders. Essentially noise, and it didn't work. Hardly any adoption. Then, we started to truly listen, and customers told us what we needed to build. Over the last 6 months, we have been building in fast iterations with customers very closely in the loop, and we've seen faster adoption for our AI functionality than we've seen for anything we've built till date. So this is what I've learnt - in a noisy environment, have your ear to the ground. Deep space astronomy with a cluttered sky is a bad idea. Also, great work by our AI team led by Anurag Maherchandani, Kumar Shailove and Avijit Nanda!

We’ve all seen AI tools that try to guess what a customer wants, and end up making things worse. That’s exactly why we’re heading to Customer Success Collective’s ‘AI for Customer Support Summit’ in Boston on October 29. Visit Booth #19 to see what the future of customer support actually looks like:   ⚙️ Rethink how AI should fit into real-world support, not replace people, but amplify them. 💡 Discover workflows that make speed and empathy work together. 🤝 See how Hiver’s human-first AI makes customer interactions more personal, contextual, and calm. And while you’re there, meet Niraj, Alex, and Cole. They’re the kind of folks who’ll help you fix your support stack and happily debate whether the DeLorean is technically a time machine, or just a really smart workflow metaphor. 🙋♂️ Booth #19.  🗓️ 29 October 📍 The Westin Copley Place, Boston Register here: https://lnkd.in/gSDHQTzm