Case Study: HubSpot keeps its AI support assistant accurate with Edra

HubSpot's AI assistant runs on an Edra-managed knowledge

HubSpot, a leading CRM platform, needed a better way to manage the knowledge base for its in-house AI support assistant. The manual process of analyzing ticket escalations to identify knowledge gaps was time-consuming and inefficient for their team of technical writers. They partnered with Edra to automate this discovery process.

Edra connected to HubSpot's systems to identify recurring escalation patterns and automatically suggest specific knowledge base edits and new articles. This solution created a constantly updating knowledge library managed by Edra, which learns from every customer interaction. As a result, HubSpot's support team was freed from manual analysis to focus on high-priority issues, making targeted content changes to keep their AI assistant accurate without the previous overhead.

HubSpot

Lauren Pacifico

Director of Customer Success Context