Triage and automated reply. Only the complex cases reach your operators.
A Hivematic agent handles email, tickets and first-level conversations with the same quality as your best operators. Complex cases are routed to the right team, with the context already prepared.
Your team answers 40 times a week to the same questions.
Response times that keep growing
As volume grows, the backlog swells and customers wait longer and longer for answers that are often trivial.
Demotivated operators
The team spends 70% of its time on FAQs instead of the truly hard cases — the ones that make the difference.
Inconsistency across channels
The same question gets different answers via email, chat and phone. Every operator has their own version of the truth.
How it works, from ticket to reply.
Receive
The ticket arrives from Freshdesk, Zendesk, Intercom, email, WhatsApp or webhook. It's already in Hivematic's unified inbox.
Decide
The agent classifies the request, fetches context from the knowledge base via RAG, and decides: reply, escalate, or ask for clarification.
Act
Replies in your tone of voice from the original mailbox, updates the CRM, and — if needed — hands the ticket to the right human with a ready-made summary.
What the Customer Support agent does.
Six native capabilities, already configured and ready to use. Extendable to your specific case via custom tools.
Classifies and routes
Recognises intent, priority, urgency and language. Routes to the right agent or operator.
Answers from the KB
Searches the knowledge base via RAG and composes factual answers, with citations to the sources.
Resolves simple tasks
Password reset, data update, order status, configuration reset — autonomously.
Knows when to stop
Guardian AI blocks risky actions or out-of-scope cases, and escalates to the right team.
Customer memory
Knows the history of conversations, purchases, open tickets — replies in context.
Native multilingual
Italian, English, French, German, Spanish. Replies in the language the message was written in.
Real numbers, from real customers.
Median measured across customers that adopted this use case. Varies by industry and size — we give you an estimate for your case in a 30-minute call.
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