What is HubSpot’s New Knowledge Base Agent?

Overseeing an expanding knowledge base is challenging. Support teams, marketers and technical writers can be overwhelmed with tasks.

That’s why we’re excited to share HubSpot’s new Knowledge Base Agent. This smart, time-saving tool automatically creates article drafts for your knowledge base based on your existing support tickets and agent knowledge gaps.

What Is It?

The Knowledge Base Agent uses your customer support data to detect frequently asked questions and areas where your knowledge base might be lacking. It then drafts helpful, relevant articles you can review, edit and publish, cutting down on hours of manual work.

No more digging through old tickets or trying to guess what your customers need. Fresh, self-service content is now automatically at your fingertips.

Why It Matters

Let’s be honest, updating your knowledge base often falls to the bottom of a long to-do list. But outdated or incomplete resources lead to:

• Frustrated customers hunting for answers
• Overwhelmed support teams handling repetitive inquiries
• Time wasted on avoidable tickets

Breeze’s Knowledge Base Agent changes that by:

• Automatically surfacing content opportunities from real customer interactions
• Drafting helpful articles you can quickly review and publish
• Empowering customers with up-to-date, easy-to-find information

How It Works

Getting started is simple, here’s a quick breakdown:

Setup

• To use the Knowledge Base Agent, you’ll need:
• A customer agent already set up
• A minimum of 5 support tickets in your system
• An active knowledge base in your latest tools
• English content (for now–during beta)
  
  

Then

1. Navigate to Content > Knowledge Base
2. Click the Knowledge Base Agent tab and select Create Knowledge Base Agent
3. Choose your knowledge base and ticket pipeline
4. Click Finish–and you’re good to go
   
   

Review + Publish

Once your agent generates articles:

• Click View sources to see which tickets and knowledge gaps fed into each article
• Review, edit and publish as you normally would
• Provide feedback on AI-generated drafts to help us keep improving
  
  

Who Gets Access?

The Knowledge Base Agent is available for:

• Service Pro
• Service Enterprise