Shelf Blog

2020 is certainly one of the most fast-paced and challenging times for businesses and contact centers. In fact, things are changing so fast that failing to keep up or simply following a pre-established plan can actually lead to falling behind the pack. In just a few short months, the ‘new normal’...

The term “AI initiative” is often met with curiosity, and hostility. Companies and contact centers that have tested the waters know that an AI initiative is like an iceberg – with benefits peaking above the waterline, while a mountain of painstaking work hides underneath the surface. Time,...

As your support tickets keep coming in, wouldn’t it be nice to use knowledge to deflect a few requests? It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers. Conventional wisdom suggests the more knowledge...

We are thrilled to be recognized by the 451 research team, who emphasizes Shelf’s innovative role in the market as we continue to advance an AI-driven approach to managing company knowledge, which provides more accurate and consistent ways to store, discover, and share information. Each quarter,...

CIOReview conducted an interview with Shelf’s Head of Innovation, Sedarius Tekara Perrotta, where he dived into Shelf’s new approach to ensuring access to critical company knowledge, deemed ‘knowledge automation.’ Built on AI, Shelf aims to solve a universal problem plaguing support team—the...

Customers hate waiting on hold, end of story. Waiting on hold for too long is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a little more expert knowledge, they are often put on hold for an...

This blog post was originally published on Genesys blog.  The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be remote places incredible pressure on your communications and support processes. It’s obvious that...

Here are some common issues related to poor customer service. Shift starts at 9:00? Better be at my desk at 8:30 to login and reopen all of the tabs I need. Coworker needs help with a difficult issue? Thank goodness my customer seems calm and can hold for a few minutes while I research a...

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...

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.

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...

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...