Shelf's platform modular design is easily adaptable to enterprise content and workflows. Shelf's multifaceted findability components, based on library science best practices, deliver relevant information and discover insights hidden within long-form content to optimize the information.
Answer Assist works as an on-demand and AI interactive guide to help agents quickly access the information and content created by knowledge managers to help customers resolve their issues. Featuring Shelf's patented AI engine, MerlinAI, Shelf’s Answer Assist provides agents with the right information at the right time, everywhere the customer needs.
Boost agent efficiency and productivity:
Centralize and integrate knowledge within platforms like Salesforce to decrease average handle times and avoid context switching, reinforcing trust by providing the right answer at the right time.
Maximize the effectiveness of content administrators:
Equip knowledge managers with the ability to organize and categorize content into reusable, easily understandable Shelf Gems, such as FAQs, dynamic decision trees, wikis, images, and videos.
Guarantee customer satisfaction through content analytics:
Utilize integrated feedback, analytics, and insights to continuously manage, optimize, and improve the agent and customer experience by filling gaps between questions and responses.