Harvey is an AI assistant developed by Hiver that provides intelligent solutions to support customer service agents, helping them work more efficiently and provide better service to customers. Using Natural Language Processing (NLP), Harvey can accurately identify the context of customer conversations and offer intelligent suggestions to support agents. It can also provide email template suggestions based on customer messages, saving agents time and effort in finding the most relevant templates. Additionally, Harvey has a Thank You Detection feature that can automatically identify and close conversations that get reopened due to non-actionable customer responses with an underlying 'Thank you' sentiment, improving productivity and performance metrics. Harvey remains accountable by allowing users to track all conversations closed by Harvey and view its actions in the activity panel. It also learns from feedback provided by agents to improve its algorithm. Setting up Harvey is easy, requiring just a single click to enable or disable its features for any shared mailbox. Harvey enhances the capabilities of Hiver's Gmail-based helpdesk and is a valuable tool for customer support teams.
Features
- Intelligent email template suggestions based on customer messages
- Thank You Detection feature that detects and closes conversations reopened due to non-actionable 'Thank You' responses
- Track conversations closed by Harvey and view its actions
- Learn from feedback provided by agents to improve its algorithm
- Easy setup with a single click to enable or disable features
Use Cases
- Providing intelligent suggestions to support agents during customer conversations
- Saving time and effort in finding relevant email templates
- Automatically closing conversations with non-actionable 'Thank You' responses
- Tracking conversations and actions performed by Harvey
Suited For
- Customer service teams
- Support agents