Today’s customer service leaders are facing two big challenges: delivering fast, personalised support to a growing customer base while keeping their teams efficient and avoiding burnout. Traditional approaches from hiring more staff to writing endless FAQs often can’t keep up with the scale and speed customers demand.
HubSpot equips customer service teams with a powerful new set of AI tools designed to scale support without sacrificing quality. From 24/7 chatbots to AI that writes your help articles. Each tool tackles a key challenge for support leaders while staying tightly connected to customer data for a smarter, faster service.
HubSpot’s top five customer service features:
When support volumes expand, hiring and training enough staff for round-the-clock coverage is a daunting prospect.
HubSpot’s Customer Agent is an AI-powered virtual support specialist that resolves customer inquiries instantly, 24/7, across channels. It acts as an always-on support system, handling live chat and emails. It can also answer voice and social media queries with speed and accuracy.
HubSpot’s Customer Agent draws on your entire knowledge base and CRM context to give fast, cited answers using only approved content so responses stay accurate and on-brand. Common questions like “How do I reset my password?” or “Where’s my order?” can be answered in seconds without human intervention. And when more complex issues do arise, the Customer Agent routes the conversation to a human agent or schedules a follow-up. This ensures your customers leave satisfied in the knowledge their problem has been dealt with quickly and appropriately.
This tool directly addresses all scalability problems. It’s proven to resolve a significant share of inbound conversations automatically, reducing strain on your team. Teams using HubSpot’s Customer Agent resolve over 30% of conversations without human help. We recently helped a client achieve a 100% automatic resolution rate thanks to Customer Agent
This means faster responses and happier customers. Ticket resolution time is almost 20% faster for teams using the AI agent and sales teams are seeing a higher close rate when the agent handles initial queries.
HubSpot’s AI assistant helps you scale support without scaling headcount, ensuring customers get instant help 24/7 while your human reps focus on more complex, high-touch interactions.
Retaining customers and preventing churn is just as important as handling new inquiries. Yet customer success managers often struggle to monitor every account’s health.
A drop in engagement or a missed meeting can go unnoticed until it’s too late. HubSpot’s Customer Health Agent is an AI-powered analyst that keeps a finger on the pulse of each customer account. It analyses engagement data, support interactions and even transcripts call and public web info. The reports on email open rates, support ticket trends, meeting frequency, NPS or satisfaction scores and more to monitor if an account is healthy, slipping or at risk.
This tool enables leaders to scale proactive retention efforts in a way that would be manually impossible. The Customer Health Agent will flag accounts that may be slipping through the cracks. For example, if a normally active customer suddenly has declining logins and increasing support tickets, or if sentiment from recent calls turns negative, the AI raises a red flag. It even provides a concise Account Health Score and highlights key risk factors, giving your team an instant target of where to focus.
Rather than reacting after a customer has already decided to leave, your team get early warnings and intervene while there’s still time to fix the problem. The agent can also suggest “next best actions” as part of a retention playbook. For instance, recommending an outreach with a specific solution or a tailored offer to re-engage an at-risk client.
HubSpot’s Customer Health Agent lets you manage by exception at scale: your managers can spend time on the handful of accounts the AI deems at-risk each week, confident that the rest are on track. This not only prevents churn but also builds a proactive, trust-driven approach to customer success that drives long-term loyalty.
Every service leader knows the value of a robust knowledge base or help centre. It empowers customers to help themselves and deflects repetitive tickets from your queue. The challenge is keeping that knowledge base up to date with the latest issues and solutions, which can be time-consuming and is often neglected by busy teams.
HubSpot’s Knowledge Base Agent is an AI content creator that automatically transforms resolved support conversations into new help articles. In other words, every time your team or the Customer Agent solves a new question, this AI is working in the background to document the solution for the future.
The Knowledge Base Agent monitors incoming tickets and live chat sessions handled by the Customer Agent or your team. It uses AI to spot patterns and gaps in your self-service content. For example, if customers keep asking a question that isn’t answered in your help centre, the agent flags it. It then goes a step further by auto-generating a first draft of a knowledge base article to fill the gap. The result is a growing library of help articles that reflects what customers need, without creating extra work.
Instead of dedicating agents’ time to writing FAQs or relying on customers to “just search the docs” (when the docs might not even exist), you have an automated system ensuring every solved issue can become an answer in your help centre. This not only deflects future tickets (reducing overall volume), but also gives customers faster answers through self-service channels.
It’s like having an extra documentation team working 24/7. It ensures your help centre is always up-to-date and consistently growing with relevant content. The payoff is lower support costs and higher customer empowerment: customers find answers quickly on their own and your human agents handle fewer basic queries and more high-value conversations.
Great customer service isn’t just about answering questions. It’s about knowing your customers and personalising the experience.
Often, this means combing through CRM records, call notes or even Googling a customer’s company. These are tasks that don’t scale when you have thousands of contacts. HubSpot’s Data Agent is like an AI data analyst and researcher combined, built to automate these data-gathering chores.
It can research and answer custom questions about your customers by analysing all available data including your CRM properties such as call transcripts, email exchanges, support tickets and even external web sources. If you have a question like “What products does this customer use most?” or “Has this company’s CEO made any recent announcements that might affect our relationship?”, Data Agent can answer in seconds.
Data Agent introduces features like Smart Properties, which are custom CRM fields that the AI populates with answers to your questions. For example, you could create a Smart Property for “Competitor tools in use” or “Likely churn risk (Yes/No)” and the agent will research and fill those in for each contact or company.
This happens within HubSpot’s CRM interface, so your service reps and sales teams see enriched, up-to-date customer profiles without switching tools. Data Agent helps customer service (and other teams) make data-driven decisions at scale without a team of analysts. For service leaders, this means any question about your customer base can be answered quickly.
Want to know which customers might be ready for an upsell? Data Agent can analyse engagement and product usage patterns to highlight likely candidates. Need to brief an agent before a high-stakes support call? Data Agent generates a summary of that customer’s recent activities and sentiment.
It eliminates the heavy lifting of research. By automatically enriching customer records and offering insights, your team can focus on strategy.
Ultimately, Data Agent ensures your support and success teams are armed with accurate, context-rich data about every customer, which leads to more personalised service and faster problem-solving. Decisions aren’t made on guesswork but on real, up-to-the-minute information.
Breeze Studio is the command centre that ties all these AI tools together. If the Customer Agent, Knowledge Base Agent, Data Agent are your new AI “team members,” then Breeze Studio is essentially the manager’s dashboard to control, customise and deploy them. It’s a unified hub where you can manage available AI agents (including pre-built ones from HubSpot or even create custom ones), configure their behaviour to suit your business and monitor their performance.
Think of Breeze Studio as your AI operations centre: you can set the “playbooks” for your Customer Agent (e.g. its tone, escalation rules and which knowledge sources it can use), tweak how the Knowledge Base Agent creates content or build a new custom AI assistant tailored to a specific workflow your team has.
Breeze Studio gives service leaders control and transparency over AI which is critical for trust and success. You’re not dealing with a black box chatbot you can’t tweak; instead, you can train and fine-tune these agents according to your company’s data and policies.
For instance, you can upload proprietary PDFs or guides for the Customer Agent to reference, ensuring it knows your product nuances. Or you can set guardrails, like requiring manager approval before a newly drafted knowledge base article goes live. Breeze Studio also houses the analytics for these agents. You can track metrics like resolution rates, customer sentiment, how often the AI had to hand off to humans, all in one place. This means you can continuously optimise: if you see the Customer Agent struggling, you can improve the knowledge base or adjust the AI’s instructions.
Breeze Studio addresses the concern of maintaining control and alignment when using AI at scale. You get the benefits of powerful AI automation without losing sight of the bigger picture. You can ensure the AI agents operate within your support standards, use your brand’s voice and help (not hinder) your team.
The ability to customise means the tools can match your processes whether it’s specific routing rules for the Customer Agent or custom content categories for the Knowledge Base Agent. This flexibility is a big differentiator. Many generic AI tools are clearly lacking, but here you can adjust them to how your company operates. The result, an AI-augmented support operation that feels and behaves like it belongs there..
Scaling customer service has historically meant a rise in headcount and costs, but AI is rewriting the story. HubSpot’s suite of AI service tools offers a force multiplier for support leaders. These tools tackle the toughest scaling challenges: providing instant 24/7 support, keeping knowledge bases fresh, proactively safeguarding customer relationships and equipping your team with rich customer insights, all without an increase in effort.
The key is that each agent is integrated with your customer data and workflows, making them far more effective than standalone bots or add ons. They work as digital team members that handle repetitive tasks and surface insights, so your human agents can spend time on complex problem-solving and building customer loyalty. The things humans do best.
These AI tools are a huge shift. Imagine being able to handle higher support volume without sacrificing quality or identifying a churn risk before the customer complains. How about having a knowledge base that updates itself with each new resolved issue.
That’s HubSpot’s AI agents. Early adopters have reported not only efficiency gains and cost savings, but also happier customers who get what they need faster.
HubSpot’s AI tools are transforming how leading service teams operate. If you're serious about scaling support, driving efficiency and delivering standout customer experiences, now is the time to act.
We’ve helped organisations like yours go from zero to 100% automation within 90 days. If you want expert support getting set up or a live demo of what’s possible, get in touch. We’ll show you how to turn potential into performance.