HummerServiceFunctional front · Service

Service that resolves
instead of just replying.

Omnichannel requests, knowledge, voice and text agents, actions and human handoff with context. A request travels the full path from understanding to result.

SoonContact centers, support, service desk, operations teamsSaaS & self-hosted

01The customer writes or calls in a convenient channel.
02The agent identifies the topic and pulls up the history.
03The answer is built from the knowledge base with a link.
04A permitted action runs in the source system.
05A complex case goes to an operator with context.
06Request causes are reviewed and fed back into the process.

6 stepsHandoff with context

A request is not 'closed with a reply'. It is carried to an action, and if an action is impossible it goes to a human with the full history.

A reply without a result

There's a reply, but no result

Support replies fast, but to change anything the operator goes to another system — or asks the customer to wait.

Channels aren't linked

The customer wrote in chat, then called — and tells the whole story again.

Knowledge is stale

Answers are searched in the operator's memory, not the current base.

Action needs another system

Changing an order or extending a service is manual only, and not for everyone.

Causes go unexamined

Requests get closed but keep repeating for the same cause.

A request's full path

A request's full path in one front

HummerService brings together channels, knowledge, actions and human handoff. Tickets and records stay in the systems that already own them.

One inbox. every channel and one customer history
Knowledge with a link. the answer rests on a verifiable source
Permitted actions. the agent does what policy allows it
Handoff with context. the operator gets the history and a draft resolution
Cause analytics. repeating requests turn into product tasks

Service systems

The source of truth stays with you

Service replaces neither the service desk nor the contact center: it works on top of them, adding one context and actions.

Tickets — in the service deskContext — shared

SLAs and ticket records stay in the dedicated system. Service adds understanding, actions and cause review.

NaumenTelephonyCRMService DeskKnowledge basesBillingLogisticsMessengers

Integration catalog and statuses

Service modules

HummerService modules

The full service loop from request to cause analytics.

Module

Unified Inbox

Every channel in one list.

Module

Case 360

A request with history and links.

Module

Knowledge

A knowledge base and linked answers.

Module

Voice & Chat Agents

Voice and text agents.

Module

Actions

Permitted actions in the systems.

Module

Handoff

Human handoff with context.

Module

SLA

Deadlines, priorities and escalations.

Module

Quality

Dialog quality control.

Module

Root Cause Analytics

Analytics of request causes.

Three requests

Three requests in a row

Customer and internal service scenarios.

A customer asks about delivery

The agent finds the order in accounting, checks the carrier's status and replies with a date. No action needed; the request closes in seconds.

A customer asks to reschedule a service

The reschedule runs in the source system within policy. If the terms don't allow it, the request goes to an operator with options prepared.

An employee's internal ticket

An access request goes through approval and executes in the service desk. The employee sees the status without asking around.

Voice and text

Native AiHummer and compatible providers

Integration depth differs — and the page says so plainly.

Native

AiHummer in HummerService

AiHummer's voice and text agents run the whole request: they understand it, answer from knowledge, perform a permitted action and hand complex cases to a human.

Answers carry a link to the knowledge source
Actions are limited by policy and request type
Handoff keeps the full history and a draft resolution

Open AiHummer Role in the ecosystem

Compatible

Third-party agents and models

Third-party voice platforms and models connect via the AI Gateway. Access to customer data is limited by the organization's policy.

Routing goes through the AI Gateway, permissions through Hummer Trust. Setup takes extra work, and access to context and actions is limited by the organization's policies.

Connect your own agent

What the agent may do