The Future of Customer Service Is Here: New Service Hub Features from INBOUND 2025

By Paul Weston; GM and VP Product, Service Hub; HubSpot

This blog post is part of our "Back to Reality, Still Buzzing" series where HubSpot leaders share their insights and takeaways from INBOUND 2025.

My first thought after INBOUND 2025? It’s easy to miss a product update or two… especially when there are more than 200! But if you’re focused on scaling support, driving efficiency, and putting AI to work in real customer conversations, the Service Hub updates were impossible to ignore. From the new Customer Agent that taps into your CRM to answer (and act on) customer questions, to a faster, smarter Help Desk experience, to AI that helps write your next Knowledge Base article—this was a big moment for Service teams. I’m sharing the highlights that stood out to me as GM and VP of Product for Service Hub, and why I think they’ll make a real difference in how your teams show up for customers.

CUSTOMER AGENT

With an average resolution rate of 65%, Customer Agent understands your business and customers better than any agent in the world.

My favorite new feature is the ability to access & update CRM data (beta). This unlocks really cool use cases like “When is my renewal? What features do I have in my subscription? When is my next QBR?” Possibilities are endless, using data already in your CRM.

Other new features include a new testing experience, “use my brand voice,” new channel support (beta; calling & custom channels API), and agent goals with custom instructions (beta) to take action in external systems and provide guardrails.

If you’re not using Customer Agent with Help Desk, you’re missing out. It powers Reply Recommendations for reps in Help Desk, which helps speed up ticket replies by 65%!

HELP DESK WORKSPACE

Speaking of ... HubSpot customers that move from Inbox to Help Desk resolve 30% *more* tickets on average, and resolve them 25% *faster*.

Here are some new features you might’ve missed: Macros (beta) to speed up rep workflows, team spaces (beta) to organize and gain tighter control of ticket access, a new unified Notes experience, “route to team” (not just rep), Coaching tab and other analytics updates, conversation migrations (beta), several Customer Portal updates, SLA pausing, and improved global and 3rd-party calling support. Whew! That’s a lot.

KNOWLEDGE BASE AGENT (BETA)

AI (and human) agents need great documentation to perform at their best, and this is where KB Agent comes into play.

It finds gaps in your Knowledge Base, then scans successfully-resolved Help Desk conversations and drafts KB articles to fill those gaps. So next time a customer looks for an answer in your Knowledge Base or asks Customer Agent, they’ll get the right answer, right away. It’s like having a self-generating Knowledge Base. To top it off, we’ve seen a 2x improvement in article creation quality over the past couple months.

CUSTOMER SUCCESS WORKSPACE

Customer Success Workspace launched multi-team support. Now you can have entirely different spaces for Onboarding vs CSMs vs Contract Managers.

But new agents & AI features stole the show here. The first is a new Sales-to-CSM Handoff feature that makes it super easy to onboard new customers. It creates cards in the Customer Success Workspace for account champions, key contacts, customer goals, detractors, and more from the sales process.

Another AI feature people love is Feedback Topics (beta), which tracks themes of feedback across surveys and meeting and call transcripts. Each topic tracks comments, number of mentions, and sentiment of those mentions across different data sources.

The team has a lot more cooking, too ... 😎 the future is bright!