Shelf Blog

The volume of customer inquiries in the insurance industry differs from most other sectors. This is because claims and questions about coverage terms dominate the industry. And in this sector, accuracy isn’t just a matter of customer experience, it’s about compliance with regulatory requirements....

SharePoint is a powerful document management platform. But recently, there have been a lot of rumors about whether it’s really up to the task in the age of artificial intelligence. SharePoint was originally designed to store and share files. But with the rapid development of AI, many companies...

If you work in an industry that provides any kind of customer service, you’ve likely heard the term AI customer service software in recent years. Given how often this term comes up, it seems straightforward at first glance. But in practice, not everyone realizes that it encompasses a wide variety...

AI agents are no longer a novelty in today’s business world. They can perform actions independently and do not require human intervention for standard tasks (returns, order status updates, ticket closures, and so on). However, they require fundamentally different guardrails than a chatbot that...

The volume of retail support inquiries is often unpredictable. Just consider the most common triggers: Black Friday, the post-holiday return season, sudden viral demand for a specific product, and many more. It is precisely at such moments that AI tools most often provide outdated responses...

Customer support is the arena where agentic AI either shines publicly or fails spectacularly. If your AI makes a mistake, the cost of that mistake is higher than anywhere else in the business. That is precisely why agentic AI for customer service is being discussed today as a high-stakes solution....

Customer service is where customers expect to receive a clear answer to any question they ask. Just one incorrect AI response to a customer can turn into a major public scandal. A simple screenshot on social media, a complaint in reviews, an escalation to second-line support, and your reputation...

Almost every corporation today has more knowledge than it can manage. And AI is marketed to these corporations as the solution to this problem, regardless of the current state of that knowledge. Indeed, AI knowledge management sounds like a ready-made answer: just connect AI to your knowledge...

Knowledge management strategy used to be a plan for organizing documents. Now it’s a plan for whether your AI will work at all. The very same elements of the strategy that make knowledge accessible to employees (governance, consolidation, quality) are exactly what AI agents need to provide...

Knowledge management best practices used to be about helping employees find the right document. But times are changing, and now the stakes are much higher: will your AI provide the correct answer or a definitively wrong one? The very same practices that make knowledge useful to people (governance,...

Virtually every organization has a data governance policy. But far fewer companies actually manage that data by the time an AI agent retrieves it. This gap seems insignificant until you run into “broken” AI projects. The model is fine, the pipeline works, but the data feeding it is unmanaged,...

When enterprises entrust AI agents with real-world capabilities and decisions (such as responding to customers or processing claims), an urgent question arises: How can we trust what the agent does? AI governance is the answer. It is a framework of policies, controls, and oversight that ensures AI...