Shelf Blog
Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
How to Use AI to Improve Your Customer Experience (5 Examples)
This post was updated on May 27, 2022 to reflect industry best practices. It’s a hard pill to swallow, but the pandemic was one of those events that divided a lifetime into pre-COVID and post-COVID periods. As a result, companies were forced to innovate, forced to learn how to support employees...
5-Point RAG Strategy Guide to Prevent Hallucinations & Bad Answers This guide designed to help teams working on GenAI Initiatives gives you five actionable strategies for RAG pipelines that will improve answer quality and prevent hallucinations.
Shelf Awarded 2019 Best New Product by BIG Awards
Stamford, CT, Nov. 14th 2019 – Shelf, the leading AI-enabled knowledge management platform on the market, received the Business Intelligence Group “Best New Product of the Year” BIG Award in the startup category when the 2019 award winners were announced on November 6th 2019. The BIG Awards...
How to Make Chatbots Better through Knowledge Management
According to a recent study, 40% of millennials claim to use chatbots on a daily basis. This astounding number highlights the importance of AI technology in the commercial world; chatbots are no longer a curiously or a fun new example of AI in the tech community—chatbots have become mainstream in...
Critical Security Considerations when Assessing Knowledge Management Software
According to a study by IBM, the global average cost of a single data breach amounts to $3.86 million. That’s an average of $148 for each lost or stolen record containing sensitive and confidential information. This stat highlights the difference between products built for small teams and...
How AI Empowers Your Chatbots
Chatbots are quickly becoming an essential part of delivering customer service. According to a study by IT experts Spiceworks, up to 40% of businesses with 500 or more employees will have active chatbot or AI assistants by the end of 2019. These businesses have discovered the incredible benefits...
Capterra by Gartner Awarded Shelf for the “Best Ease of Use” and the “Best Value”
New York, NY, April 15th 2019 –Today, Shelf announced that it was awarded “Best Ease of Use” from Capterra, which lists an array of Knowledge Management tools reviewed by real customers. Capterra which is owned and operated by Gartner is, one of the best-known software review...
The Next Generation of Knowledge Management Systems is a Game Changer for Your Contact Center
Knowledge Management Systems (KMS) may be the single most impactful technology to help centers improve performance because agents are at the crossroads of contact center excellence.An agent’s ability to answer pressing customer questions simultaneously impacts many key contact center...
How AI is Reducing Handle Time and Improving Customer Experience in 2019
Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective. It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers...
You Can Lower Call Handle Time by 25% With The Right Knowledge Management System
This post originally appeared on our partner, Genesys’ website. Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents...
Next Gen Knowledge Management Systems: Opening The Black Box
The contact center of the past is filled with unnecessary friction around their knowledge management system because it’s been hard to know what’s working and what isn’t. This makes administering them a guessing game that is both time consuming and ineffective leading to inaccurate, out-of date...
Shelf Product Update – All-new Insights Platform
This product update covers a significant new product feature that takes the Shelf Analytics functionality to a whole new level. But before diving into the new Shelf Insights Platform, there are a couple of additional recent enhancements that are worth taking a quick look at. Search Auto-suggest...