Shelf Blog

Data quality is more than just a buzzword—it’s the foundation of strong decision-making and the success of your organization.  At its core, data quality refers to the accuracy, consistency, completeness, and reliability of your organization’s information. High-quality data means you can trust...

We rely on data to inform decision-making, drive innovation, and maintain a competitive edge. However, data is not static, and over time, it can undergo significant changes that impact its quality, reliability, and usefulness.  Understanding the nuances of these changes is crucial if you aim to...

Staying ahead of trends in knowledge management isn’t just about keeping up—it’s about gaining a competitive edge. As technology evolves and the workplace continues to change, your ability to adapt will determine how well you manage and leverage knowledge.  In 2025, trends like AI automation,...

How can you improve agent productivity? You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If customer support technology is so good—the platforms, IVR...

Whether you’re making strategic decisions, optimizing processes, or developing artificial intelligence-powered solutions, reliable data is the foundation of meaningful results. Without it, even the most advanced tools and technologies fall short. But what exactly is data quality, and why does it...

AI for predictive analytics represents a cutting-edge approach to forecasting future trends and making data-driven decisions with precision. By integrating AI, you can uncover deep insights, identify emerging opportunities, and mitigate potential risks in real-time. In this article, you’ll...

Many organizations are exploring knowledge management because a proper knowledge management system is integral to a successful artificial intelligence strategy. If your organization has hundreds of files or decades of stored data and your own workforce can’t navigate it, then an artificial intelligence (or large language model) won’t be able to either.

Knowledge management is one of the most overlooked parts of the support experience. What exactly does a robust knowledge management strategy allow your organization to do? In this blog post, we take a closer look. The maturity of a company’s knowledge management strategy has a funny way of rearing...

What’s the role of AI in knowledge management? Read on for key use cases, examples, and the most frequently asked questions today. Table of Contents Keeping Content Up to Date Connecting Info from Different Sources Helping Reduce Support Costs Improving Information Search Frequently Asked...

Picture this: a world where customer service is powered by cutting-edge technology that not only understands your customer’s needs but also creates personalized solutions for them. Sounds like a dream, right? Well, with generative AI, this dream is quickly becoming a reality. In this blog...

Over 50% of organizations have paused their Copilot initiatives. Why? Because of data quality and data governance concerns. Generative AI is powerful, but when you feed it bad data, it generates bad responses. “Garbage in, garbage out,” as we say. Inaccurate or irrelevant responses hurt user...

Generative AI is revolutionizing search by delivering personalized and context-aware search experiences. This technology has revolutionized customer service with greater efficiency and accuracy. It has the potential to advance medical research by providing more relevant results for searches of prior studies and papers.