Automate Knowledge Base Article Recommendations Ai Agent Workflow Blueprint

Retention Stage Customer Support Agent
Automatically surfaces relevant knowledge base articles for support tickets, enabling faster resolution through self-service or agent-assisted guidance.

Who this Ai Workfow Is For

Go-To-Market Pros

You care about improving the entire lifecycle of buyer and customer journeys. And you want inspiration for areas where Ai may help.

Ai Builders

You want inspiration for real-world ways to help people as you're building your Ai product.

Pros Focused on the Retention Stage

You're focused on the Retention stage in your daily job and want to find ways for Ai to help you do more with less.

How this Ai Workflow Helps

This workflow is designed for support teams seeking to leverage their existing knowledge base to accelerate ticket resolution and promote customer self-service. By automatically suggesting relevant articles, it helps both customers and agents quickly find solutions to common issues without extensive searching or research.

When a support ticket arrives, AI performs semantic analysis of the ticket content and searches the knowledge base for matching articles or solutions. High-confidence matches are either sent directly to customers (promoting self-service) or surfaced to support agents within their ticket interface, allowing them to quickly verify relevance and share with customers.

By implementing this automation, support teams typically see 30-40% of tickets resolved through knowledge base suggestions, reducing handle times and freeing agents to focus on more complex issues. The system can also track which suggestions lead to ticket resolution, providing valuable data on knowledge base effectiveness and opportunities for improvement.

Ai Workflow Example as Inspiration for More

Does this AI agent workflow rely too much on AI and not enough on human know-how? Or the reverse? Is it missing steps or tools?

Note that this Ai workflow is presented as inspiration for what's possible. Adjust the amount, type and quality of the data inputs. Adjust how much or how little your human team mates (or you), AI and fully autonomous agents contribute.

And test it! Learn what works and what doesn't.

Don't forget! In the end, it's not just about efficiency. It's about delivering great experiences for your customers and customers-to-be.

1. Trigger Ticket Receipt
Trigger. Initiate the knowledge base suggestion workflow when a new support ticket is created.
2. Search Knowledge Base
Tool Call. For each incoming support ticket or chat, run an AI semantic search on your knowledge base using the ticket text as the query.
Research Asset
Semantic Search Algolia ElasticSearch Custom API
3. Send Article Suggestion
Tool Call. If a high-confidence match is found, automatically send that suggestion to the user via email or chat.
Email
Email Automation SendGrid Mailchimp HubSpot
4. Surface Suggestion to Agent
Tool Call. Alternatively, display the suggestion to the support agent in the ticket interface so they can quickly verify and send it.
Document
Internal Tool Custom Dashboard Salesforce HubSpot
5. Auto-Close Ticket
Tool Call. If the customer confirms the suggestion resolved their issue, auto-close the ticket; otherwise, keep it open for further assistance.
Workflow
Workflow Automation Zapier Salesforce HubSpot

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