How HubSpot's Knowledge Base Agent Transforms Customer Support

Remember that knowledge base you built a while ago - the one now quietly gathering dust?

Most businesses launch a knowledge base with good intentions, but keeping it up to date often falls through the cracks. Articles go stale, customers can’t find what they need, and your support team ends up answering the same questions anyway.

Maintaining it takes time, time most teams don’t have.

That’s where HubSpot's agentic AI comes in with its new Knowledge Base Agent. These AI Agents automatically keep your articles accurate, identify content gaps, and even turn solved tickets into draft articles.

What is the Knowledge Base Agent and Why Should You Care?

The Knowledge Base Agent is the latest launch from HubSpot Breeze AI, designed to take the pain out of managing your knowledge base. Think of it as an assistant that works alongside your support team to identify knowledge gaps and create new articles based on real customer interactions.

The best thing is that the Knowledge Base Agent works hand-in-hand with the Breeze Customer Agent. The Customer Agent is busy chatting with customers, and when it notices that there isn't an article to answer a question, it flags it. Then, the Knowledge Base Agent jumps in, analyses your existing tickets and conversations, and drafts a new article. Your team can then review, refine, and publish. Boom! Updated knowledge base.

Key Benefits of Using the Breeze Knowledge Base Agent

So, what's in it for you? Here's a breakdown of the benefits we're most excited about:

• Automated Knowledge Base Gap Analysis & Content Creation: Instead of manual tracking for knowledge gaps, the Knowledge Base Agent collaborates with the Customer Agent to automatically identify and generate comprehensive draft articles.
• Scale Support Without the Complexity: Forget juggling multiple tools or endless writing cycles. The Knowledge Base Agent automates the process of creating and updating your knowledge base.
• Keep Your Entire Knowledge Ecosystem Aligned: The Knowledge Base Agent uses your data to ensure every article reflects real customer needs and proven solutions.
• Fast: The Knowledge Base Agent accelerates time to value by identifying gaps flagged by the Customer Agent, quickly analysing ticket logs, and automatically generating drafts for Knowledge Base articles. This process quickly surfaces missing content and creates article drafts, ensuring the Knowledge Base is updated with minimal human intervention

The Power Couple: Knowledge Base Agent + Customer Agent

The real magic happens when you pair the Knowledge Base Agent with the Customer Agent. 

• The Customer Agent identifies gaps in your knowledge base during its conversations.
• The Knowledge Base Agent turns those insights into fresh content.

This creates a smooth feedback loop that gets users up and running quickly and easily. It helps teams scale support while maintaining high-quality service and continuous improvement, with no complex setup needed.

How the Knowledge Base Agent Works: A Step-by-Step Guide

1. Customer Agent Identifies a Gap: A customer asks a question that isn't covered in your knowledge base. The Customer Agent flags this gap.
2. Knowledge Base Agent Analyses Tickets: The Knowledge Base Agent dives into your ticket logs and identifies similar conversations.
3. AI Drafts an Article: Using AI, the Knowledge Base Agent automatically drafts a comprehensive article addressing the customer's question.
4. Your Team Reviews and Publishes: Your team reviews the draft, makes any necessary edits, and publishes the article to your knowledge base.

Getting Started with the Knowledge Base Agent

Ready to take your knowledge base to the next level? Here's what you need to know:

• Availability: The Knowledge Base Agent was released in a private beta at Spring Spotlight.
• Pricing: Breeze Knowledge Base Agent is included with Service Hub Professional and Enterprise plans. Note that it requires an active customer agent subscription, as both agents work together to provide a complete support solution.
• Languages: The agent can analyse content and generate knowledge base articles in all HubSpot-supported languages.

Is HubSpot's knowledge base without AI features an option?

Yes, HubSpot offers a robust knowledge base software solution that allows you to create, organise, and maintain your support documentation manually. If you prefer traditional knowledge base management, you can use these core features without enabling the AI-powered knowledge base agent.

Final Thoughts

Keeping your knowledge base accurate and up to date is tough. Most teams don’t have the time to write new articles or update old ones, and that leads to frustrated customers and overwhelmed support reps.

That’s where HubSpot’s Knowledge Base Agent and Customer Agent come in. The knowledge base agent helps improve the customer agent's responses by drafting new support content where it's needed. This dynamic duo ensures your knowledge base continuously evolves based on actual customer needs.

It saves time, reduces repetitive work, and helps customers find answers quicker.

As an Elite HubSpot partner, we’re here to help you put this into action. Whether you’re starting from scratch or want to optimise what you already have, we can help you turn your knowledge base into a powerful, self-serve support channel.