Breeze Knowledge Base Agent

Optimize your customer service with the Knowledge Base Agent

HubSpot's Knowledge Base Agent ensures that your knowledge base is always up-to-date and relevant, without requiring your team to spend constant time on it. This smart tool automatically generates help articles based on customer questions, so your team can focus on the more complex issues.

The best part of the Knowledge Base Agent is its collaboration with the Customer Agent. When the Customer Agent cannot answer a question directly, the Knowledge Base Agent picks it up and fills the gaps by automatically creating relevant articles. In this way, one tool reinforces the other: the Customer Agent provides the interaction and the Knowledge Base Agent ensures that the right knowledge is always available. This makes your customer service not only faster, but also more efficient.

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Why is the Knowledge Base Agent essential for your team?

Constantly expanding and updating your knowledge base can be a time-consuming task. Customer service departments must not only provide answers to frequently asked questions, but also add new, relevant information as needed. Unfortunately, many help centers are often not well maintained or are outdated because there simply isn't time to update articles.

The Knowledge Base Agent provides the solution to this problem. The system automates the process of creating new articles based on real customer questions that come in via support tickets. This makes your knowledge base not only more complete and up-to-date, but also more relevant, because the content comes from actual customer needs, not guesswork.

What does it deliver?

Time Savings: Automatic article generation saves your team valuable time, which they can spend on more strategic and customer-focused tasks.
Continuity and Current: The agent ensures that your knowledge base is always up-to-date, with content that comes directly from customer requests.
Improved Customer Satisfaction: Customers get their questions answered faster, which reduces the pressure on your support team and increases customer satisfaction.
Shared Responsibility: It supports your team by automating repetitive tasks, allowing them to focus more on complex customer inquiries.

How does the Knowledge Base Agent work?

The way the Knowledge Base Agent works is simple and effective, with the goal of a seamless experience for both your customer service agents and your customers:

Identification of knowledge gaps When a customer asks a question that cannot be answered immediately, the Knowledge Base Agent marks the question as a knowledge gap and begins processing it.
Data collection: The agent searches the relevant tickets, customer interactions and emails to gather insights that form the basis for the article.
Automatic article creation: The agent creates a draft article based on the collected data. This article is well-structured, contains sources and has clear explanations so that your customers can be helped immediately.
Review and publication: Your team gets to see the generated article and can quickly review it. They can edit and refine the article to perfectly fit your customer service needs before publishing it to the knowledge base.
Self-learning system: The more you use the agent, the more effective it becomes. Through its machine learning algorithms, the agent continuously learns from new customer interactions and is increasingly able to predict which articles to create.

Benefits of the Knowledge Base Agent

Increase efficiency: The Knowledge Base Agent takes over routine tasks from your customer service team, allowing them to focus on more complex issues. Saving time generating articles leaves more room for high-quality customer service.
Continuous maintenance of the knowledge base: The agent helps continually refresh your knowledge base, so your customers always have access to the most up-to-date information. This prevents outdated articles from affecting the customer experience.
Proactive knowledge sharing: The agent not only fills gaps, but also contributes to the proactive growth of your knowledge base by generating articles based on new customer requests. This keeps your team always prepared for new requests.
Better knowledge management: By automatically generating content based on customer interactions, valuable business knowledge is efficiently transferred without manual work. This makes it easy to share knowledge across your organization.
Better customer satisfaction: Customers receive answers to their questions faster, which increases overall customer satisfaction. In addition, this reduces the workload for your customer service team, allowing them to spend more time solving more complex customer needs.

What does this mean for your team?

The Knowledge Base Agent turns your help center into a dynamic, self-updating system. It saves your team hours of work that would otherwise be spent writing and updating articles. This allows your team to focus their energy on customer interactions that have more strategic value.

Fast and efficient: Automatic article creation means your team can respond quickly to new customer inquiries without wasting time creating new articles.
No duplication of work: It prevents your team from having to create articles that are already indirectly covered by customer interactions.
Growth of knowledge base: Your knowledge base grows constantly, with articles tailored to actual customer needs.

Requirements

Subscription: The Knowledge Base Agent is available in HubSpot's Service Hub Professional and Enterprise subscriptions.

HubSpot Integration: The agent works seamlessly with your existing HubSpot Service Hub environment, so your data stays centralized and you can manage everything through one platform.

Multilingual Support: The Knowledge Base Agent supports all languages supported by HubSpot, so you can serve global customers effectively.

Learn more.

Want to learn more about how to implement the Knowledge Base Agent and how to use it effectively for your customer service? Visit the official HubSpot Knowledge Base for detailed explanations and tutorials or contact a HubSpot specialist for personal support.