Fuel your AI with a knowledge base built in days, not months

Here’s the truth: without a trusted, accurate source of knowledge to pull from, AI is like a powerful engine without any fuel. It can’t deliver reliable answers, guide agents with confidence, or empower customers to help themselves. Instead, it risks surfacing outdated or incomplete information, leaving agents scrambling for the right details and customers frustrated with dead ends.

Building a strong foundation of knowledge is critical for any business looking for AI-powered success, but for many this traditionally manual process can feel overwhelming. The good news is that with the right tools, what once took months can now be done in days.

Why building a knowledge base is hard

Consolidating your company’s customer support insights into a centralized knowledge base is the essential first step toward launching your help center and enabling customers to self-serve. However, building that knowledge base from the ground up comes with real challenges:

• It eats up months of work: Creating help articles requires painstaking manual analysis of ticket data to identify common customer issues, plus writing and organizing content appropriately. Every article means combing through tickets, manual writing, and structuring content from scratch. Teams can spend quarters just to get to a first version.
• Content quickly goes stale: Even when a knowledge base exists, it can quickly become outdated as your products change and customer questions evolve.
• You’re no longer writing just for humans: To be most effective, today’s knowledge bases must be optimized not only for human agents but also for AI agents, requiring a different approach to content creation. For example, when writing for AI it’s recommended that you use consistent and structured formatting for article titles and content.

Because of these hurdles, many businesses either don’t have a knowledge base or are working with one that’s outdated and barely functional.

Meet Knowledge Builder

Building a knowledge base and launching your help center no longer has to be a manual, painful process. Knowledge Builder automatically analyzes your support history, identifies common customer issues, and transforms them into a structured, AI-ready knowledge base—unlocking faster, more complete resolutions across every channel.

Knowledge Builder does the heavy lifting for you:

1. Surface your top issues automatically: No more hours spent sifting through tickets. Knowledge Builder scans your past 90 days of solved tickets to pinpoint the most common customer questions, and how they were resolved. It summarizes and groups these tickets into clusters, based on types of issues.

2. Draft tailored content instantly: During setup, it gathers specifics about your brand and customers. Using that context, it crafts relevant, ready-to-use help center articles aligned with your business needs.

   Tip: be as descriptive as possible and include a company website. Knowledge Builder uses your website to obtain additional details about your business and products.

3. Get to V1 faster: With the weight of analysis taken off your shoulders, you can focus on reviewing your suggested help center hierarchy. Preview article titles and content organization—then approve, tweak, or regenerate up to 10 times until it’s just right.
4. Publish with confidence: Once you’re satisfied with the structure, the builder will start generating articles. These articles are saved as drafts labeled “AI-generated,” making it easy for admins to review, refine, and approve before publishing, giving you full control over final content.

The result? A fully fleshed-out help center in a matter of days, instead of months.

Turn knowledge into action

With your knowledge now organized and documented in a robust help center, you can now go a step further and enrich your help center with external knowledge sources, using out-of-the box Connectors. Now, the path to resolutions is cracked wide open: activate generative search and let customers help themselves, connect your new help center to an AI agent for immediate automated resolutions and equip your agents with the context they need to deliver faster resolutions with Copilot.

Knowledge Builder makes this foundation possible in a fraction of the time, so you can unlock the full potential of Zendesk’s Resolution Platform and deliver an AI-powered service experience that’s faster, smarter, and more impactful for your business.

Ready to build your knowledge base faster and smarter? Learn more about Knowledge Builder today.