Shelf Blog
Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
Most teams that set out to address low RAG accuracy start by opening the prompt. Many begin by changing the wording of the system prompt. Some try a different model and add stricter instructions. But both groups get the same result: the answers are still inaccurate. However, the real issue is that...
Generative AI for customer service is not a one-size-fits-all solution. In almost every case, implementing GenAI in a business involves several aspects at once. These can include providing response suggestions to agents, autonomous communication with customers via chat, analyzing thousands of...
If you’re familiar with SharePoint, you’ve probably heard of (or even use) Copilot. And it seems to work; it even answers with a confident, professional tone, and everything looks correct. But then it turns out the answer is based on a policy that was revoked six months ago, or it includes a...
The voice channel is the least forgiving of mistakes. In a chat, a customer can reread a response, check it against the chat history, or ask the bot again in writing. Over the phone, this isn’t possible; all a customer has is what they heard in the moment, spoken in a confident, natural voice....
When it comes to patient support in the healthcare sector, it differs significantly from general customer support. Most inquiries are closely tied to real, potential problems. If a customer receives the wrong answer at a typical call center, they’ll be dissatisfied or, at most, stop using your...
Vendor materials on agentic AI ROI often cite figures like “up to a 40% reduction in costs” without specifying where that number comes from or under what conditions it’s achievable. The gap between the promised savings and what a specific company actually realizes is significant, and it’s rarely...
SharePoint is a widely known document management platform for enterprise companies. And given how many people use it, building a knowledge base there seems like the obvious solution. But that’s only at first glance. We need to ask the right question: Is such a SharePoint knowledge base ready to be...
The term AI customer service agent is used for just about anything these days: from a simple chatbot to a fully autonomous tool that handles a customer interaction from start to finish on its own. But lumping everything together under a single term is, at the very least, unethical, because there’s...
Most reviews of the best AI customer service tools offer general descriptions of feature lists and price ranges. And of course, this is important information, but it sidesteps the question that really determines whether the tool will work for you, whether it will still work after the demo ends....
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...