Shelf Blog
Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
Ask ten people what knowledge management is, and you’ll most likely get ten different answers. And it’s not even that people simply don’t know what it is, it’s just that everyone has their own idea of it. Some think it’s a process, some think it’s a wiki, some say it’s a business, a platform, a...
A knowledge base for a team of 10 people is fairly simple. Just a few folders, everyone knows where everything is, and one person keeps it up to date. But when your company reaches the enterprise level, everything starts to change. Just imagine: thousands of people, dozens of owners, possibly...
Most knowledge bases don’t die from a lack of content, but they begin to deteriorate fairly quickly when there is no sense of ownership. A typical scenario: You’ve written an article, but it’s unclear who will be responsible for keeping it up to date. You updated a policy, but no one deleted the...
In the field of customer support, there’s one aspect that no one pays attention to: the sheer volume of data. When a customer asks a question, the answer can be found in completely different places: one in Confluence, another in a two-year-old Google Doc, and a third in the head of a senior agent...
Most knowledge management systems were created with a single purpose: to store information. But when it came to finding a specific document, you had to do it yourself. Reading through about 40 pages of policy to answer just one customer question was also your responsibility. Fortunately, times are...
Imagine this: a company purchases an expensive knowledge management platform. Everything seems to be going well, but six months later, the owner discovers that half the team simply isn’t using the platform. And it’s not the platform’s fault, it’s a good one; it’s just suited for different tasks....
Every IT team has run into this problem at least once: a major outage occurs, the person in charge sets out to find the cause, a couple of hours go by, and they finally find a solution. Later, it turns out that their colleague had closed an exact copy of that ticket three weeks earlier. In other...
Recently, companies were cautiously adopting Generative AI, which at the time seemed to represent the pinnacle of artificial intelligence. It’s writing text, creating images, and providing quick responses. This worked well, until organizations recognized a fundamental gap: generating responses is...
We’re willing to bet that when you implement an AI agent, you expect it to speed up processes and lighten your employees’ workload. You watched sleek and impressive demos where the agent responded instantly and found the information you needed. But in reality, things turned out a little...
Just a few years ago, the benefits of knowledge management were described in vague terms: “better collaboration,” “less duplication of effort,” “a single source of truth.” And indeed, all of that is true, but in 2026, the conversation has shifted somewhat. Organizations lose real money on...
You’ve probably heard that artificial intelligence simplifies business processes. But when you try to implement it, you find that it doesn’t quite work as expected. It makes things up or contradicts itself. Sound familiar? What if we told you that the AI in your company is only as smart as its...
The insurance industry is one of the few that has quietly adopted artificial intelligence, without fanfare or high-profile press releases. And it’s easy to see why: for many years, a call to an insurance company took an average of 18 minutes, but today it takes less than 6. It all comes down to...