Shelf

What is Shelf?

The Shelf modern knowledge management platform enables businesses to thrive by providing on-demand answers to the questions that impede customer and employee success. Shelf's proprietary MerlinAI technology listens for questions and instantly suggests the most relevant answers across search, chat, IVR, and web forms. The results return helpful snippets that allow users to quickly access the information they need, rather than presenting lengthy articles that waste valuable time. With Shelf, organizations can easily identify gaps between questions and answers, and gain insights into how well their content meets customer needs. Health scores and content engagement dashboards offer the necessary data to prioritize ongoing improvements. Shelf automates the entire knowledge lifecycle, including content creation, review, approvals, announcements, ratings, and comments, saving administrators hundreds of hours on repetitive processes. The platform seamlessly integrates with CCaaS, CRM, and ticketing systems, helping to shorten response times and increase agent productivity. Shelf's open and extensible architecture provides pre-built integrations, SDKs, and APIs that enable a truly omnichannel experience, delivering the right answer to the right place at the right time. Recognized for its overall usability, Shelf delivers an immediate return on investment for knowledge management initiatives

Highlights

• Proprietary MerlinAI technology that listens for questions and suggests the most relevant answers across multiple channels
• Ability to identify gaps between questions and answers, and gain insights into content performance
• Automated knowledge lifecycle management, including content creation, review, approvals, and distribution
• Seamless integration with CCaaS, CRM, and ticketing systems to improve response times and agent productivity
• Open and extensible platform with pre-built integrations, SDKs, and APIs for omnichannel content delivery