Shelf Blog
Best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
The 3 Challenges for Businesses Considering AI Solutions
The world is changing because of artificial intelligence (AI), but for many businesses it's not clear how we get from the way things ...
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How to Control AI: Ensuring AI Remains Manageable and Safe
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...
The 3 Service Benefits of AI Customer Support
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...
Answer Assist Creates Entry Level Experts
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...
How AI Empowers Your Knowledge Base
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...
What Will AI Regulation Look Like? Unpacking Proposed Restrictions
The future of artificial intelligence (AI) is promising, but the regulatory guidance is uncertain. We’ve seen tech leaders call for regulation and tighter controls, but federal agencies haven’t...
AI Copilot: The Future for Customer Service Agents
The customer service (CS) industry has been dramatically changed with artificial intelligence (AI) becoming increasingly more important. Customers expect 24/7 access to quick and accurate answers...
AI Productivity Unleashed: Study Confirms Greater Efficiency With Chat-GPT
GenAI promises to provide greater productivity to knowledge work and a recent study may be the conclusive proof organizations need to invest in AI productivity as a strategy. Harvard Business School...
How to Secure Your Job in Knowledge Management: Become a Knowledge Engineer
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...
The Future of AI: 4 Potential Scenarios of What Comes Next
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...
Top 5 Challenges with Salesforce Knowledge: Businesses Can Do Better
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...
Top 9 Knowledge Management System Examples For Modern KMS
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...
Top Knowledge Management Conferences in Q4 2023 (and What’s Coming in 2024)
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...