Shelf

The rapid advancement of artificial intelligence (AI) provides unprecedented opportunity for innovation and greater productivity, but an important question remains: how do you control AI? Businesses eager to harness the power of AI know the potential of the technology, but providing AI complete...

The customer support center feels like it is constantly facing difficult challenges. Agents can’t find accurate information, escalation rates have soared across the industry, customer responses can be inconsistent or inaccurate, and the dwindling of customer experience metrics create cause for...

Customer support relies on agents who can answer questions quickly and accurately, but how can that be accomplished in an industry with high turnover and long onboarding? How can support agents be experts when they don’t stay in the position long enough to gain experience? The solution is to...

In the rush to adopt strategies around artificial intelligence (AI), the most pivotal figures are the people in your organization tasked with navigating technology integration and making that technology work with your organization’s current resources. For example, maintaining an AI knowledge base...

The future of artificial intelligence (AI) is promising, but AI regulation guidance is uncertain. We’ve seen tech leaders call for AI regulation and tighter controls, but federal agencies haven’t taken any concrete steps toward reining in AI tools. The Brookings Institution recently issued a set...

Using an AI Copilot for customer service is essential in a business world where customers expect 24/7 access to quick and accurate answers and businesses need innovative solutions to tackle information retrieval challenges. The level of efficiency customers want — and your internal leadership...

GenAI promises to provide greater productivity to knowledge work and a recent study on AI productivity may be the conclusive proof organizations need to invest in AI as a strategy. Harvard Business School conducted a study with Boston Consulting Group (BCG) measuring the performance of consultants...

New technology means renewed fears of how it might affect your job. Artificial intelligence (AI) has captured the attention of organizations across all sectors — including 80% of CEOs who plan to implement AI into their organization within the next 12 months. Reports suggest “knowledge-based”...

We remain optimistic about generative artificial intelligence’s (GenAI) influence on work because we’ve seen the results of integrating AI into organizations. While there may be challenges for companies considering AI — potentially enough to suggest AI “isn’t ready” for mainstream use — we are...

Salesforce Knowledge is a widely recognized knowledge management solution, but it’s not without its challenges. Despite being tied to the Salesforce suite of tools, Salesforce Knowledge (SFK) has a number of entrenched pain points that can’t be easily resolved with the tool. At Shelf, we provide...

The rise of productivity-enhancing tools like generative artificial intelligence (GenAI) demands organizations to consider how to improve their efficiency. The bedrock of better efficiency in our digitized business world is adopting a knowledge management system (KMS). Modern KMS has changed...

Knowledge management (KM) is changing dramatically due to its role in supporting artificial intelligence (AI) solutions. It’s never been a better time to attend knowledge management conferences and get a sense of how KM is changing across industries. Knowledge management conferences are dispersed...