Shelf Blog
Best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
The 3 Challenges for Businesses Considering AI Solutions
The world is changing because of artificial intelligence (AI), but for many businesses it's not clear how we get from the way things ...
Most Recent
Navigating the Generative AI Landscape: A Comprehensive Guide for IT Leaders
In the rapidly evolving world of generative AI, IT leaders often find themselves overwhelmed by the pace of new capabilities being launched. The number of pretrained generative AI models and...
Human in the Loop & Generative AI: Balancing AI Automation with Human Insight
Generative artificial intelligence (GenAI) has emerged as a powerful tool for content creation, but often requires a human in the loop to ensure the outputs are valuable. The value of GenAI includes...
What Industries & Jobs Will AI Replace?
Artificial intelligence (AI) is transforming the way businesses operate across various industries, but the question remains: What jobs will AI replace? Where will AI provide new opportunities and...
Top 6 Takeaways from the OpenAI Conference
OpenAI introduced artificial intelligence (AI) to the general public and their latest keynote emphasized their influence on the development of this new technology. Since Chat-GPT was unveiled in...
Future-Proofing Business for AI and Automation: Risk, ROI, and the Strategy of Disruption
In our first entry in our series of future-proofing for artificial intelligence (AI), we discussed the inevitability of AI disruption and how your organization should prepare to manage change. In...
How Generative AI is Transforming Search Forever
One of the most exciting potential uses of artificial intelligence (AI) is how generative AI search will influence traditional search. The Google search bar we’ve become familiar with (and...
Equipping Your Support for Seamless Customer Service Journeys
Customers have more ways to communicate with your organization than ever before, which presents a challenge for designing a seamless customer service journey. Multiple touchpoints, disconnected...
Unlocking Next-Level Customer Service with Gen AI Technology
Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders...
Future-Proofing Business for AI & Automation: Driving and Managing Change
Artificial intelligence (AI) disruption is inevitable. More than 80 percent of CEOs plan to implement AI into their business within the next year and previous studies show most organizations are...
The Future is Here: Why You Need to Jump on the AI Bandwagon
Every organizations needs to balance embracing new innovation and not getting distracted by “trends” that come and go. Since 2022, artificial intelligence (AI) has been the focus on many industries....
Understanding the Influence of LLM Inputs on Outputs
The magic of artificial intelligence (AI) infrastructure such as large language models (LLMs) is its ability to generate text that mirrors human conversation, but that ability isn’t magic it’s the...
What is an LLM? And How Humans Shape Their Knowledge
The prevalence of artificial intelligence across industries has introduced new and unfamiliar terms. It’s possible you’ve had a number of conversations about your organization’s AI strategy and how...