AI-powered knowledge base

Empower your customers to effortlessly self-serve with the industry's leading CX knowledge base

Last updated November 4, 2024

Produce and update knowledge base content in record time

An example of turning bullet points into an article with Zendesk generative AI.

Build more comprehensive content with Zendesk AI.

Leverage Zendesk generative AI help center tools to quickly create clear, comprehensive knowledge base resources. Transform bullet points into full articles, simplify content, and refine your tone to help customers seamlessly self-serve.

Offer nonstop service with AI agents

Zendesk AI agents are the most autonomous bots in CX, trained on over 18 billion real interactions. Deploy one in minutes by connecting it to your knowledge base to provide instant support to your customers anytime, anywhere—shrinking ticket queues.

AI agents can also integrate with your other business systems to deliver personalized solutions to complex issues and even recommend what to automate next for peak efficiency.

A screenshot of a Zendesk AI agent communicating with a customer.

Unlock the power of Zendesk AI agents.

Empower customers to effortlessly self-serve with a beautifully simple knowledge base

An example of Zendesk search capabilities to find a help center article.

Discover the power of generative search and semantic search.

Zendesk is user-friendly by design. With AI-powered generative search, users get instant answers without sifting through results. Semantic search uses machine learning to understand intent and deliver relevant articles. You can also connect customers to helpful content from blogs and other resources during a search. Together, these tools make finding information effortless for your customers.

Plus, our customer self-service portal provides a personalized hub where users can access knowledge base articles and engage in community discussions.

Knowledge management made easy

Maintaining a knowledge base can be time-consuming without the right tools. Zendesk streamlines the process by letting you update multiple articles at once, saving time and boosting efficiency.

Agents can also quickly share new articles using templates, while you control editing and publishing permissions. Assign updates with approval workflows, and keep content current with scheduled publishing, unpublishing, and verification intervals.

An example of a content block in Zendesk.

Learn more about our knowledge management capabilities.

Spot content gaps and track content performance

An example of Zendesk content cues that show trending topics customers are searching for.

Keep your knowledge base up to date with Content Cues.

Simply building a knowledge base isn’t enough—you also need to ensure that content is accurate and meets your customer’s needs. Our Content Cues capabilities use machine learning to help you keep your knowledge base fresh and grow your knowledge.

AI-powered support topic identification can spotlight common trends within your support tickets and recommend new help center articles. You can keep an eye on article performance to ensure top-performing content is up to date and low-performing content gets edited or archived.

Customize the look and feel to match your brand

Zendesk is flexible, allowing you to tailor your knowledge base with customizable themes to match your brand's look and feel. Whether you have one brand or several, you can seamlessly create distinct help centers for each audience, with content localized in over 40 languages.

An example of a color wheel that businesses can use to customize their Zendesk layout.

Customize your help center with our Support brand capabilities.

A knowledge base for all

The Zendesk AI-powered knowledge base is an all-in-one solution designed to help every audience you encounter. Here’s how we can make a difference in your daily operations:

Customers: Some consumers would rather solve issues independently than speak to a support agent. Empower them with 24/7 self-service via comprehensive knowledge articles and AI agents.
Agents: Support agents don’t need to memorize all of your processes and procedures from A to Z. Equip your team with a comprehensive, easy-to-use knowledge base so they can find the information they need and assist customers faster.
Employees: Staff members need to access training documents, internal procedures, and other HR or IT-related information. Provide them with an easy way to do so with a comprehensive knowledge base.

With Zendesk, you can provide a complete knowledge base to all—be it your customers, agents, or employees.

See our knowledge base in action

Learn from some of the 160,000 companies that chose Zendesk

More than 160,000 companies across industries use Zendesk to improve their customer experience—learn more from some of our customers below.

Unity

“Zendesk tools enabled us to quickly recognize a large increase in ticket volume, identify the cause, and create steps to mitigate the problem. Without Zendesk, our support team would have stayed underwater.”

- David Schroeder, senior manager of service support for Unity Technologies

LATAM Airlines

“We knew that in order to deliver the best-in-class service for our passengers, we had to improve our employee engagement and satisfaction. We saw how our customer service team was working with Zendesk to become more efficient and improve the customer experience, and we decided to bring that magic to our internal employee operations.”

- Monica Obando, senior HR manager at LATAM Airlines

Tesco

“We want to make sure that these agent colleagues have the right tools and information at hand to make their lives as simple as possible and help them deliver the best quality support.”

- Adam Bruce, head of product – service desk, help & automation at Tesco

Frequently asked questions

What is a knowledge base?

How do you create a knowledge base with AI?

What is knowledge base management?

Knowledge base management—sometimes referred to as knowledge management—is how businesses gather, organize, update, and share information with customers, employees, and business partners. It encompasses all aspects of a knowledge base, including how to create a knowledge base, ensuring employees and customers can access the information they need, and consistently updating it. Knowledge base management is typically performed through knowledge management software like Zendesk.

What makes a good knowledge base?

Can I try knowledge base software for free?

Build an AI-powered knowledge base with Zendesk

Not all knowledge base systems are created equal. Choosing a solution that’s easy to use, scalable, and secure is crucial. Zendesk AI-powered knowledge base solutions help you efficiently create self-service resources that delight customers, freeing your team to focus on more meaningful work. With AI agents, generative AI content creation tools, and intelligent search features, you can empower customers (or employees) to effortlessly self-serve. Experience the impact of AI-powered self-service tools on your business—try Zendesk today.

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