Two years after Generative AI took off, one thing is clear: AI will transform the way businesses operate. But for most small and medium businesses, the AI landscape feels overwhelming. They don\u2019t need the hype; they need practical help.<\/p>\n\n
The reality is that 50% of small businesses fail within five years. Not because starting a business is hard, but because scaling <\/em>one is brutal. When you\u2019re caught between limited resources and ambitious growth goals, you need tools that deliver actual results, not more complexity.<\/p>\n That\u2019s what we\u2019re building with Breeze \u2014 AI designed specifically for scaling companies, built directly into HubSpot\u2019s customer platform. In this post, we\u2019ll take you behind the scenes of how we\u2019re building Breeze, the most common use cases, and how it\u2019s already helping real businesses drive results.<\/p>\n Software is evolving. What started as desktop programs in the 1990s and moved to cloud-based SaaS in the 2000s is now entering a new era: software that doesn\u2019t just serve, but works toward outcomes. This is the shift from \u201csoftware as a service\u201d to \u201cresults as a service<\/strong>.\u201d<\/strong><\/p>\n We\u2019re not building AI because it\u2019s the latest tech trend \u2014 we\u2019re using AI to deliver what customers are actually after: more leads, faster sales cycles, and better customer satisfaction. With Breeze, scaling companies can quickly and easily get value from AI connected to their customer data. We\u2019re distinguishing Breeze in three ways to enable HubSpot customers to get the most out of AI:<\/p>\n Our platform unifies structured data (like CRM records) and unstructured data (such as emails, calls, and transcripts) with external data like buyer intent and company news to give Breeze the full picture. We\u2019re building Breeze in four layers with data and context as the foundation. It\u2019s something HubSpot is uniquely positioned to provide as the source of truth for nearly 250,000 companies with millions of users. From there, we help customers make sense of that data, customize and extend Breeze, and use it to power their GTM \u2014 all without having to become AI experts themselves.<\/p>\n AI is only as good as the data that powers it. Imagine asking your AI assistant to help with a customer issue, but it can\u2018t see their recent emails, doesn\u2019t know about their last support call, and has no idea about the new product update that might solve their problem. That\u2018s the reality of most AI tools today \u2014 they\u2019re smart, but they’re working blindfolded.<\/p>\n Providing complete customer context is essential to AI delivering on its full promise, and this is what makes HubSpot stand out from other tools in the market. Only HubSpot has the depth and breadth of data across the customer journey, and can unify it to train our AI systems. That\u2019s what makes Breeze\u2019s Context Layer so unique:<\/p>\n Breeze Knowledge Models<\/strong>: Not one, but multiple specialized models that pull all of your data into one clear picture of your customer, their interests, objections, and more. We combine the latest foundation models \u2014 from OpenAI, Stability AI, Google, Anthropic, and others \u2014 with our own custom models and deep understanding of the GTM for scaling businesses, so you get the best of AI without worrying about which model is best this month. <\/p>\n Structured Data<\/strong>: This has always been our strength \u2014 customer records, company information, contact data, and all the rich CRM information that HubSpot has organized for over 15 years. <\/p>\n Unstructured Data<\/strong>: This represents up to 80% of a business’s data that, until now, has been trapped, unable to be used. Think emails, call transcripts, meeting recordings, conversations. Our acquisition of Frame.ai in 2024 allows us to use this data for the first time, a capability lacking in most solutions on the market today. <\/p>\n External Data<\/strong>: Think of this as all the data that exists out in the world, beyond your company. We\u2019re able to perceive this external data across text, audio, and video, including over 200 million buyer and company profiles, information from earnings releases, funding rounds, and other relevant news posted across the internet. <\/p>\n When you\u2019re building a business, you don\u2019t have time to hunt through multiple systems or keep up with AI developments. We absorb that complexity and bring together your internal and external data so Breeze has the complete picture.<\/p>\n Our Intelligence Layer is the cognitive engine that processes your data into insights \u2014 it\u2019s the \u201cbrain\u201d of Breeze. While nascent today, we\u2019re thinking about this in three ways to make Breeze even more powerful in the future:<\/p>\n Reasoning<\/strong>: Breeze won\u2019t just look up answers \u2014 it will think things through, connecting different pieces of information to work out solutions, like your best employees tackling tough problems. <\/p>\n Memory<\/strong>: Unlike basic chatbots that forget conversations the moment they’re over, Breeze remembers. This is the next evolution in AI personalization and quality. Breeze will learn from previous conversations and remember key user facts and preferences that can be used across all of their interactions. No more repeating yourself. <\/p>\n Prediction<\/strong>: Instead of just reacting to problems, Breeze spots patterns and anticipates what might happen next through predictive analytics. For example, instead of finding out a client may not renew 30 days before expiration, Breeze flags concerning signals (decreasing usage, logins, fewer support tickets) months before the contract ends. <\/p>\n You shouldn\u2019t need a massive data science team to turn raw business data into insights you can act on. With Breeze, every business will be able to reason through problems, remember every interaction, and predict what comes next.<\/p>\n Think of Breeze\u2019s Integration Layer as the command center where you can control, customize, extend, and maintain quality across your AI implementation. Here\u2019s what that might look like:<\/p>\n Security & Governance<\/strong>: We\u2019re building robust protections that keep your data safe and private, including tools for zero data retention, EU region processing, control over training data, and comprehensive trust and safety features. <\/p>\n Evaluation<\/strong>: Breeze will get better the more you use it with systems that continuously assess the quality of AI outputs, learn from customer corrections, and improve responses over time. <\/p>\n Breeze APIs<\/strong>: Modern connectors will expose Breeze’s capabilities to other systems, allowing Breeze to work where your team works. During Zoom meetings, for example, a Breeze-powered panel could automatically display relevant account history and suggest next steps, helping your team close deals faster. <\/p>\n Skills<\/strong>: These will be the building blocks of our agentic experiences \u2014 reusable capabilities you can mix and match to create custom solutions without starting from scratch. Think of them like singular, repeatable tasks you might see across different jobs: draft an email, schedule a meeting, or generate a summary. <\/p>\n Custom development is a Fortune 500 game. Breeze is built for the Future 5000 \u2014 ready to use out of the box, with intentional customization capabilities in the future.<\/p>\n Finally, Breeze\u2018s Application Layer provides the interfaces that customers directly interact with. It\u2019s where we package up all that powerful AI technology into easy-to-use tools that customers use to generate leads, build pipeline, and better service their customers. It includes:<\/p>\n Smart CRM: <\/strong>Our AI-powered system of record unifies your data, teams, and tech stack with features like conversational intelligence and smart workflows. <\/p>\n AI-Powered Hubs: <\/strong>With over 100 embedded AI features, our Hubs serve as a system of engagement for GTM teams to efficiently connect with customers and accomplish their goals, like driving leads, closing deals, and resolving support tickets. <\/p>\n Breeze Copilot: <\/strong>Your digital assistant that works alongside you, preparing for meetings, generating copy, and surfacing key insights when you need them. <\/p>\n Breeze Agents: <\/strong>Agents can handle specific tasks and are ready to use in minutes, like our Customer Agent. They extend your team, so you can focus on higher-value work. <\/p>\n We believe the future will be agents and humans working together in hybrid teams. And while HubSpot will build the agents we think most customers will need most of the time, we\u2019re also opening up an ecosystem for agent builders to both build and sell specialized agents through our Agent Marketplace. We\u2019re learning about what builders need with Agent.ai<\/a>, which already has over one million users.<\/p>\n While most companies have experimented with AI solutions over the past two years, scaling businesses need clear, actionable guidance on where to start to get actual ROI. This roadmap shows exactly where to begin with Breeze for immediate results, based on what\u2019s working for our customers right now<\/a>, and how to get even more value with AI over time.<\/p>\n These are the areas where customers are accelerating <\/em>their GTM with Breeze \u2014 the features you should implement first to scale support, generate leads, and close deals faster.<\/p>\n Resolve Customer Issues<\/p>\n Before: <\/strong>Support teams are overwhelmed with routine questions, manually digging through knowledge bases while higher-priority issues wait. <\/p>\n After: <\/strong>Customer Agent<\/a> resolves tier-one issues automatically (we\u2019re seeing 47% resolution rates on average, with some customers hitting over 60% with comprehensive knowledge bases) with just minutes of setup time. <\/p>\n Streamline Ticket Handling<\/p>\n Before: <\/strong>Reps waste time scrolling through endless conversation histories trying to identify the core issue and context needed for resolution, and crafting responses to repetitive questions. <\/p>\n After: <\/strong>Breeze gives reps the TL;DR \u2014 automatically summarizing ticket content with suggested responses, reducing response time by up to 40% and ensuring consistent, accurate answers. <\/p>\n Scale Content Creation<\/p>\n Before: <\/strong>Marketers have one great blog post, but manually creating 10 blog posts, 2 landing pages, and a podcast and video around it takes days. <\/p>\n After: <\/strong>Content Remix<\/a> takes your top-performing content and automatically builds a campaign around it while maintaining your brand voice \u2014 it even helps you produce short-form videos that offer higher ROI<\/a> than any other format. <\/p>\n Optimize Emails for Conversion<\/p>\n Before: <\/strong>Marketers spend hours brainstorming subject lines, A\/B testing multiple versions, and second-guessing their messaging effectiveness. <\/p>\n After: <\/strong>Breeze generates high-converting email subject lines and preview text tailored to your campaign goals and audience in seconds, increasing open rates without the guesswork. <\/p>\n Improve Prospecting<\/p>\n Before: <\/strong>Sales reps spend more time searching than selling, digging through CRM data and manually researching prospects before calls. <\/p>\n After: <\/strong>Breeze Copilot (now with over 75,000 weekly active users) preps you for calls instantly with all the right contact details, company info, and previous interactions you need, and drafts personalized follow-ups \u2014 right in your workflow. <\/p>\n Increase Sales Productivity<\/p>\n Before:<\/strong> Reps review lengthy deal notes and activity history, wasting time on deals that won\u2019t close and missing signals on the ones that might. <\/p>\n After:<\/strong> Breeze\u2019s AI-powered deal scores instantly highlight which opportunities deserve attention and which ones are at risk, while AI-generated buyer insights summarize buyer goals and interaction history to make it easy to prep for calls. <\/p>\n The true measure of any technology isn’t its capabilities but the outcomes it delivers. Here\u2019s what HubSpot customers<\/a> say about the value of Breeze:<\/p>\n Aerotech automated sales research and lead qualification, resulting in 67% higher win rates and 56% faster deal closings<\/a>. Their sales team now spends less time digging through data and more time building relationships that drive revenue. <\/p>\n Transkribus implemented Customer Agent to resolve 60% of inquiries automatically<\/a>: \u201cImplementing the Customer Agent has been transformative. What used to be a manual, time-intensive process is now streamlined and efficient.\u201d <\/p>\nThe Breeze Tech Stack: Building for the AI-First Era<\/strong><\/h2>\n
\n Our \u201call-on-one\u201d approach provides context across the customer journey, unlike point solution AI agents that fall short without a full understanding of the GTM.
\n Our agent ecosystem connects humans with AI agents to extend their teams \u2014 some built by HubSpot, others by partners and citizen developers \u2014 all seamlessly connected to customer data to solve any need. <\/p>\nThe Four Layers of Breeze<\/h2>\n
1. Context Layer: Unified Data for Powerful AI<\/h3>\n
2. Intelligence Layer: The Brain of Breeze<\/strong>
\n<\/h3>\n3. Integration Layer: Your AI, Your Way<\/strong>
\n<\/h3>\n4. Application Layer: Easy Tools to Grow<\/strong>
\n<\/h3>\nWhere Breeze is Delivering Value Now<\/h2>\n
Here\u2019s Where to Start Today<\/h3>\n
For Customer Service Teams<\/strong><\/h4>\n
For Marketing Teams<\/strong><\/h4>\n
For Sales Teams<\/strong><\/h4>\n
Real Results From HubSpot Customers<\/h2>\n