How do you move AI from a flashy demo on a conference stage to something that can handle real customer pressure on a Monday morning when the tickets are piling up?

In this episode of AI At Work, I sit down with Niraj Ranjan Rout, Founder and CEO of Hiver, to unpack what it really takes to build AI that works inside high-volume support environments. With more than 10,000 teams using Hiver, including brands like Flexport, Capital One, and Epic Games, Niraj has had a front-row seat to both the promise and the pitfalls of AI in customer service.

We talk about the difference between “slapping a chatbot” onto an existing problem and rethinking the entire support workflow. Niraj makes a compelling case that AI should function as infrastructure, embedded across triage, routing, drafting, summarization, quality assurance, and insights. Rather  ...