an AI-ready knowledge base

300+ articleshubspot knowledge base · drafted with ai, reviewed by hand

problem
The knowledge base was written for people skimming a page. Long articles covered several problems at once, titles were vague, and steps were buried in paragraphs. That is hard for AI search to use.
what i did
Restructured over 300 articles to one standard, drafting with AI and then reviewing and correcting the drafts: one problem per article, titles that name the symptom, numbered steps, structured fields, and outdated or duplicate content removed or merged.
result
It's the knowledge base that /kb searches. I tested it with real support questions, scored tests and search-time benchmarks, and tuned it for the fastest recall.

demo

before: one article, four problems

X1 Player Notes (updated)

The X1 player is our standard media player and is used across most sites. Sometimes after an update the screen can go black, this is usually because the update is still running so you should wait, but if it's been a while then a reboot from the console usually fixes it, if not try re-pushing the playlist. Also if the screen says no signal check the HDMI and the input on the display, some displays default to HDMI2. For wifi sites the player might drop off the network, in that case see above re: reboot but also check the SSID hasn't changed. Content not updating is usually the schedule, check that the playlist is assigned and the schedule dates are right. If none of this works escalate.

after: four articles, one problem each

  1. Black screen after a firmware update

    Media Player X1 · playback · E-104

    4 numbered steps · escalate if still black after re-pushing the playlist

  2. Display shows 'No signal'

    Commercial Display 55in · hardware

    4 numbered steps · escalate if there's no signal with a known-good cable

  3. Player goes offline on a Wi-Fi site

    Media Player X1 · connectivity · E-210

    4 numbered steps · escalate if it's offline for more than 2 hours

  4. New content not showing, old content still playing

    Content Management Console · content

    4 numbered steps · escalate if it has synced but still plays old content

Drafted with AI. Waiting for my review.

Reviewed and corrected, then published to the knowledge base.

The article in this illustration is made up.

how it works

  1. old article. A long page that covers several problems at once.
  2. ai draft. AI drafts a restructured version against the standard, splitting the article wherever it covers more than one problem.
  3. my review. I check and correct each draft before it replaces the original.
  4. publish. The restructured articles go live in the HubSpot knowledge base.
  5. test. I run real support questions, scored tests and search-time benchmarks to check whether search finds the right article, and how fast.
  6. /kb. The search tool picks up the new articles on its next sync.

technical breakdown

the standard, and why each rule helps ai search

drafted with ai, reviewed by hand

I used AI to draft the restructured articles against the standard, then reviewed and corrected the drafts myself. More than 300 articles went through this process.

how i tested it

stack

status

Over 300 articles restructured, at a digital-signage company. It's the knowledge base behind the /kb search tool, which 12 support agents use every day.

more projects