Shelf’s can be integrated into any workflow application in three different ways:
- Leverage Shelf API: Embed any Shelf functionality directly into any application for a seamless user experience.
- Content Sync: Make content from Shelf available in other applications and vice-versa, thanks to a content sync.
- The Shelf Widget: Embed Shelf to act as an app within other applications via pre-built UI components, such as Agent Assist.
For an example of how this works, see this article on how Shelf integrates with CMS platforms.
Additionally, Shelf can integrate with other enterprise tech infrastructure, such as Enterprise Search platforms, to provide users access to specialized content types, to enhance functionality by injecting additional features into its capabilities, and to improve performance through feedback loops provided by MerlinAI.
An example about how Shelf integrates with Enterprise Search is covered in this blog.
We’ll now dive deeper into the core value that Shelf brings to other enterprise technologies and how companies can leverage Shelf to drive improvements in critical CX KPIs.
Value of Integrating Shelf in the Enterprise Techstack
Shelf brings efficiency gains that add up to 10’s of Millions of dollars of ROI per year through improving how knowledge is managed and delivered across the remote workforce. We’ll delve into exactly how the ROI is delivered a bit later. First, we’re going to break down the core value that Shelf brings to enterprises:
Automated Answers
to ensure speed to answer
Core features:
Agent Assist, IVR Knowledge, Chatbot Knowledge
to ensure accuracy
Core features:
Guided Workflows, Decision Trees
MerlinAI
continuously learns and improves content quality and response quality over time
Automated Maintenance
ensures content is up-to-date, accurate and compliant
Core features:
Feedback Manager, Content Publication Workflow Manager, Announcement Manager, Content Health Monitor and AutoTag/AutoCategory Manager
Flexible & Extensible
API-first architecture with pre-built components
Core features:
All functionality available through documented APIs, secure and scalable pre-built components ready for integration with other platforms