Shelf Blog

How can you improve agent productivity? You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If customer support technology is so good—the platforms, IVR...

Whether you’re making strategic decisions, optimizing processes, or developing artificial intelligence-powered solutions, reliable data is the foundation of meaningful results. Without it, even the most advanced tools and technologies fall short. But what exactly is data quality, and why does it...

AI for predictive analytics represents a cutting-edge approach to forecasting future trends and making data-driven decisions with precision. By integrating AI, you can uncover deep insights, identify emerging opportunities, and mitigate potential risks in real-time. In this article, you’ll...

Many organizations are exploring knowledge management because a proper knowledge management system is integral to a successful artificial intelligence strategy. If your organization has hundreds of files or decades of stored data and your own workforce can’t navigate it, then an artificial intelligence (or large language model) won’t be able to either.

Knowledge management is one of the most overlooked parts of the support experience. What exactly does a robust knowledge management strategy allow your organization to do? In this blog post, we take a closer look. The maturity of a company’s knowledge management strategy has a funny way of rearing...

What’s the role of AI in knowledge management? Read on for key use cases, examples, and the most frequently asked questions today. Table of Contents Keeping Content Up to Date Connecting Info from Different Sources Helping Reduce Support Costs Improving Information Search Frequently Asked...

Picture this: a world where customer service is powered by cutting-edge technology that not only understands your customer’s needs but also creates personalized solutions for them. Sounds like a dream, right? Well, with generative AI, this dream is quickly becoming a reality. In this blog...

Over 50% of organizations have paused their Copilot initiatives. Why? Because of data quality and data governance concerns. Generative AI is powerful, but when you feed it bad data, it generates bad responses. “Garbage in, garbage out,” as we say. Inaccurate or irrelevant responses hurt user...

Generative AI is revolutionizing search by delivering personalized and context-aware search experiences. This technology has revolutionized customer service with greater efficiency and accuracy. It has the potential to advance medical research by providing more relevant results for searches of prior studies and papers.

Managing outdated and duplicate data is a headache nearly every SharePoint user faces at some point. Files pile up, older versions hang around longer than they should, and before you know it, your SharePoint environment feels like a digital junk drawer.  When files are scattered and...

SharePoint is a powerful tool for document management and team collaboration, but as your organization grows, it can become a complex environment ripe with data management challenges.  These kinds of issues not only slow down your team’s productivity but also create risks around compliance,...

Microsoft Copilot is a powerful AI assistant that helps you streamline tasks and boost your productivity. However, like all generative AI, it occasionally produces “hallucinations,” which are responses that sound confident but may be factually incorrect.  In fact, some studies suggest that...