Benefits of Using a Knowledge Base Agent for Customer Support and Self-Service

Customer support teams are busier than ever. Between answering the same questions repeatedly, managing high ticket volumes, and trying to keep response times low, it's easy to feel overwhelmed. What if customers could find answers on their own?

That's where a knowledge base agent comes in. HubSpot's Knowledge Base Agent uses AI to help customers quickly find the information they need. It reduces ticket volume, speeds up resolutions, and gives your support team more time to focus on complex issues.

In this blog, we'll explore how a knowledge base agent improves customer support, the benefits of self-service, and why using HubSpot's AI-powered solution makes sense for growing teams.

How Does a Knowledge Base Agent Help Customer Support?

A knowledge base agent is an AI-powered tool that helps teams create and maintain self-service content. 

Instead of manually writing articles based on guesses about what customers need, the knowledge base agent identifies gaps and generates comprehensive drafts from actual support interactions.

HubSpot's Breeze Knowledge Base Agent works alongside the Breeze Customer Agent to create a powerful feedback loop. 

When the customer agent handles support conversations, the knowledge base agent analyzes which questions come up repeatedly and where content is missing. It then drafts new articles based on your team's successful responses.

Here's how it helps your support team in practice:

1. Creates Content From Real Customer Interactions

The best knowledge base articles come from actual customer questions and proven solutions. Instead of guessing what to write, the knowledge base agent identifies topics that customers are actively searching for but can't find answers to.

When the customer agent successfully resolves an issue, the knowledge base agent can transform that interaction into a help article. Your team simply reviews the draft, makes any adjustments, and publishes. 

This ensures your knowledge base reflects real customer needs instead of what you think they might need.

2. Identifies and Fills Content Gaps

One of the most valuable features is the ability to spot knowledge gaps automatically. When customers search for topics that don't have articles yet, or when the customer agent can't find a good answer, the system flags it.

The knowledge base agent then uses these insights to generate article drafts that fill those gaps. Over time, this creates a more complete and useful knowledge base without requiring your team to manually track every missing topic.

3. Reduces Manual Writing Time

Writing knowledge base articles from scratch is time-consuming. Each article requires research, drafting, editing, and formatting. The knowledge base agent speeds this up dramatically by creating comprehensive drafts in minutes instead of hours.

Your team's role shifts from writing everything manually to reviewing and refining AI-generated content. This means you can build a robust knowledge base much faster and keep it updated without dedicating entire days to content creation.

4. Keeps Content Aligned With Customer Needs

Traditional knowledge bases often become outdated because they're not connected to what customers are actually asking about. The knowledge base agent ensures your content stays relevant by continuously analyzing support data and customer behavior.

As new questions emerge or products change, the system identifies which articles need updates or which new topics should be covered. This keeps your knowledge base aligned with real customer needs instead of becoming a static library of outdated information.

What Are the Benefits of Self-Service With HubSpot?

Self-service isn't just about reducing support tickets. It's about empowering customers to solve problems on their own while giving your team the tools to create better content faster.

Here are the main benefits of using HubSpot's knowledge base agent for self-service:

1. Customers Get Answers 24/7

Speed matters in customer support. Over 60% of customers expect 24/7 customer service availability to help them resolve issues. A comprehensive knowledge base makes this possible by giving customers access to answers anytime, day or night.

When combined with the Breeze Customer Agent for real-time chat support, customers have two ways to get help instantly: they can search the knowledge base themselves or ask the customer agent, which pulls from the same content to provide immediate answers.

2. Support Teams Focus on Complex Issues

When common questions are documented in your knowledge base, your team spends less time answering repetitive requests. The knowledge base agent makes this even more effective by automatically creating articles for frequently asked questions.

This frees up your support team to focus on complex technical issues, strategic customer relationships, and proactive support that truly requires human expertise. Instead of feeling overwhelmed by basic questions, they can do more meaningful work.

3. Content Creation Scales Automatically

As your business grows, so does the volume of customer questions. Manually creating knowledge base articles for every new topic doesn't scale. The knowledge base agent solves this by automatically generating drafts based on actual support conversations.

Whether you have 100 customers or 10,000, the system continues to identify gaps and create content without requiring proportional increases in your content team. This makes it one of the most scalable ways to maintain comprehensive self-service resources.

4. Knowledge Base Stays Current

One of the biggest challenges with traditional knowledge bases is keeping content up to date. Products change, processes evolve, and customer needs shift. The knowledge base agent helps by continuously monitoring which articles are being used and which topics need attention.

When the customer agent encounters questions that existing articles don't fully answer, it flags them for the knowledge base agent to address. This creates a continuous improvement cycle that keeps your knowledge base relevant and accurate.

5. Multiple Languages Supported

If you serve global customers, HubSpot's multi-language support lets you create articles that work for everyone. The customer agent detects a visitor's browser language and responds accordingly, while the knowledge base can publish articles in multiple languages.

This makes self-service accessible to a wider audience and shows international customers that you're invested in their success, regardless of location.

Does a Knowledge Base Reduce Ticket Volume?

Yes, and when powered by AI, the impact is even more significant. A well-maintained knowledge base deflects common questions before they become tickets. 

The knowledge base agent makes this more effective by ensuring your content actually addresses what customers are searching for.

Here's how it works in practice:

1. Deflects Questions Before They Reach Support

When customers can find clear answers in your knowledge base, they don't need to submit tickets. The key is having content that actually matches what they're looking for. Traditional knowledge bases often miss this because they're not connected to real search behavior.

The knowledge base agent solves this by creating content based on actual customer questions. If customers are repeatedly asking about a topic that doesn't have an article, the system generates one. 

This means your knowledge base grows to cover the questions that customers are actually asking.

2. Improves Customer Agent Effectiveness

The Breeze Customer Agent uses your knowledge base as its source of information. When you have comprehensive, well-written articles, the customer agent can answer more questions successfully without escalating to a human agent.

The knowledge base agent ensures the customer agent always has the content it needs by identifying gaps and creating new articles. This makes the entire self-service system more effective and reduces the number of conversations that need human intervention.

3. Creates Measurable Impact

HubSpot's reporting lets you track how your knowledge base is performing. You can see deflection rates, which articles are most helpful, and where customers are still struggling to find answers.

In fact, 64% of service leaders increased their investment in self-service opportunities for customers in 2024, recognizing that the return on investment is clear: fewer tickets, faster resolutions, and happier customers.

Why Use a Knowledge Base Agent in Customer Service?

A knowledge base agent isn't just a content creation tool. It's a strategic system that transforms how your team builds and maintains self-service resources while improving the entire support experience.

Here are the key reasons to use one:

1. Transforms Support Expertise Into Scalable Content

Your support team's knowledge is valuable, but it usually stays locked in individual conversations. The knowledge base agent captures this expertise and turns it into reusable content that helps thousands of customers.

Every time your team successfully resolves an issue, that solution can become a knowledge base article. This means the more support you provide, the better your self-service resources become, creating a compounding effect over time.

2. Reduces Time Spent on Content Creation

Writing knowledge base articles from scratch is one of the most time-consuming parts of building self-service resources. The knowledge base agent reduces this burden dramatically by creating comprehensive drafts in minutes.

Your team's role shifts from writing everything manually to reviewing and refining AI-generated content. They can focus on ensuring accuracy and adding context rather than starting with a blank page every time. This makes it realistic to build and maintain a robust knowledge base even with a small team.

3. Creates a Continuous Improvement Loop

The most powerful aspect of the knowledge base agent is how it works with the customer agent to create a feedback loop. As the customer agent handles conversations, it identifies which topics need better coverage. The knowledge base agent then creates content to fill those gaps, which makes the customer agent more effective.

This cycle continues automatically, ensuring your knowledge base constantly evolves based on real customer needs rather than assumptions or outdated content strategies.

4. Improves Customer Satisfaction

Customers don't want to wait for answers to simple questions. They want instant solutions that fit their schedule. A comprehensive, AI-powered knowledge base delivers this by making self-service fast, easy, and available 24/7.

When customers can solve problems on their own using well-written, relevant articles, they feel more in control and more satisfied with your brand. This builds loyalty and increases the likelihood they'll continue doing business with you.

5. Reduces Support Costs

Hiring and training support agents is expensive. Creating knowledge base content manually is time-consuming. The knowledge base agent addresses both challenges by automating content creation and enabling more effective self-service.

This means you can support more customers without proportionally increasing your team size. For small teams, this makes scaling possible. For larger teams, it frees up resources for higher-impact work like proactive customer success and strategic initiatives.

How the Breeze Customer Agent and Knowledge Base Agent Work Together

HubSpot's real advantage comes from how the Breeze Customer Agent and Knowledge Base Agent work as a unified system. Each agent makes the other more effective, creating a complete self-service solution.

Customer Agent Handles Real-Time Support

The Breeze Customer Agent is an AI-powered assistant that responds to customer questions in real time through chat, email, WhatsApp, Facebook Messenger, and other channels. It uses your knowledge base content to provide instant answers.

When a customer asks a question, the customer agent searches your knowledge base and provides a helpful response with source citations. If it can't find a good answer, it either asks clarifying questions or hands off the conversation to a human agent.

The customer agent also tracks which questions it successfully answers and which ones it struggles with. This data feeds directly into the knowledge base agent.

Knowledge Base Agent Creates Content From Insights

The knowledge base agent monitors the customer agent's performance and identifies patterns. When the same questions come up repeatedly but don't have good coverage in the knowledge base, it flags them as gaps.

The system then generates comprehensive article drafts based on successful support conversations. Your team reviews these drafts, makes any necessary adjustments, and publishes them to the knowledge base.

Once published, these new articles immediately become available to the customer agent, who can now answer those questions without escalating to a human. This creates a continuous cycle of improvement.

Self-Service That Gets Smarter Over Time

Traditional knowledge bases require constant manual maintenance to stay useful. With HubSpot's AI-powered approach, your self-service system improves automatically based on actual customer behavior and support interactions.

The more conversations your customer agent handles, the more data the knowledge base agent has to work with. 

The more articles you publish, the more questions the customer agent can answer. This creates a compounding effect where your self-service capabilities grow stronger over time.

Key Features of HubSpot's Knowledge Base Agent

HubSpot's Breeze Knowledge Base Agent comes with several features designed to make content creation efficient and scalable:

1. Automatic Gap Detection

The system continuously monitors customer interactions and identifies topics where content is missing or insufficient. Instead of guessing what to write, you get clear data about which articles will have the most impact.

2. AI-Generated Article Drafts

When a gap is identified, the knowledge base agent creates a comprehensive draft based on successful support conversations. These drafts include proper formatting, clear structure, and accurate information drawn from your team's actual responses.

3. Integration With Customer Agent Performance

The knowledge base agent has direct visibility into how the customer agent is performing. It sees which questions are successfully answered, which require handoffs, and where customers are getting stuck.

This integration ensures your content strategy is always aligned with what the customer agent needs to be more effective.

4. Review and Publish Workflow

Your team maintains full control over what gets published. The knowledge base agent creates drafts, but humans review them for accuracy, tone, and completeness before they go live. This ensures quality while dramatically reducing the time required to create content.

5. Multi-Language Support

You can create and publish articles in multiple languages, making your knowledge base accessible to global customers. The customer agent detects each visitor's browser language and serves appropriate content automatically.

6. Content Source Management

The system can pull from multiple content sources, including existing knowledge base articles, website pages, uploaded files, and external URLs. This flexibility ensures the customer agent always has comprehensive information to work with.

Getting Started With HubSpot's Knowledge Base Agent

Setting up the knowledge base agent is straightforward, especially if you're already using HubSpot for customer support:

1. Configure Your Customer Agent First

The knowledge base agent works best when paired with the customer agent. Start by setting up the customer agent, connecting it to your support channels (chat, email, WhatsApp, etc.), and letting it handle conversations.

As the customer agent interacts with customers, it will begin identifying which questions it can answer well and which topics need better coverage.

2. Add Your Existing Content Sources

Connect any existing knowledge base articles, help documentation, or website content that should inform the customer agent's responses. This gives the system a foundation to work from.

You can sync HubSpot content like knowledge base articles, website pages, landing pages, and blogs. You can also upload files or connect external URLs.

3. Monitor Knowledge Gaps

As conversations flow through the customer agent, review the knowledge gaps that are flagged. These represent opportunities where new content would have the biggest impact on deflection rates and customer satisfaction.

The knowledge base agent will prioritize which gaps to address based on frequency and impact, making it easy to decide what to create first.

4. Review and Publish AI-Generated Drafts

When the knowledge base agent creates article drafts, review them for accuracy and brand voice. Make any necessary adjustments, then publish them to your knowledge base.

Once published, these articles immediately become available to the customer agent, which can start using them to answer customer questions.

5. Measure Impact Over Time

Use HubSpot's reporting to track key metrics like deflection rates, resolution times, and customer satisfaction. You'll see how new articles impact these metrics and where further improvements are needed.

Over time, you'll build a comprehensive knowledge base that requires less manual effort while becoming more effective at helping customers.

From Manual Content Creation to AI-Powered Self-Service

Building and maintaining a knowledge base used to be a massive undertaking that required dedicated content teams and constant manual updates. 

HubSpot's Breeze Knowledge Base Agent changes this by automating the most time-consuming parts while keeping humans in control of quality. When paired with the Breeze Customer Agent for real-time support, you get a complete self-service system that continuously improves based on actual customer needs. 

The customer agent handles conversations, identifies gaps, and provides data. The knowledge base agent transforms that data into comprehensive articles that make the entire system more effective. The result is faster content creation, better deflection rates, and a knowledge base that grows smarter with every customer interaction. 

For support teams tired of manually writing articles that may or may not address real customer needs, this AI-powered approach is the solution you've been looking for.

Work With Origin 63

Origin 63 helps businesses implement and optimize HubSpot's Breeze Customer Agent and Knowledge Base Agent so your team can deliver scalable, AI-powered self-service support. 

We'll guide you through setup, content strategy, and ongoing optimization so you build a knowledge base that actually reduces ticket volume and improves customer satisfaction. Ready to transform your support conversations into powerful self-service knowledge?