[et_pb_section fb_built="1" _builder_version="4.16" _module_preset="default" custom_padding="1px||0px|||" global_colors_info="{}" theme_builder_area="post_content"][et_pb_row _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_column type="4_4" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_image src="https://shelf.io/wp-content/uploads/2020/12/shelf-cms-diagram-2.png" alt="shelf-cms-diagram" title_text="shelf-cms-diagram-2" _builder_version="4.16" _module_preset="default" custom_padding="||0px|||" global_colors_info="{}" theme_builder_area="post_content"][/et_pb_image][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built="1" _builder_version="4.16" _module_preset="default" custom_margin="-28px|||||" custom_padding="0px|||0px||" global_colors_info="{}" theme_builder_area="post_content"][et_pb_row _builder_version="4.16" _module_preset="default" custom_padding="||6px|||" global_colors_info="{}" theme_builder_area="post_content"][et_pb_column type="4_4" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_text _builder_version="4.23.1" _module_preset="default" custom_margin="||39px|||" hover_enabled="0" global_colors_info="{}" theme_builder_area="post_content" sticky_enabled="0"]With an API-first architecture, Shelf is an enterprise application designed to be flexible and extensible to any organization’s needs. Companies can embed Shelf’s core capabilities into any modern technology to automate answers, provide guided answers, automate maintenance, and leverage MerlinAI to continually learn and improve the quality of their content. Shelf’s can be integrated into any workflow application in three different ways:
  1. Leverage Shelf API: Embed any Shelf functionality directly into any application for a seamless user experience.
  2. Content Sync: Make content from Shelf available in other applications and vice-versa, thanks to a content sync.
  3. 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.[/et_pb_text][et_pb_text _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"]

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:

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure="1_3,1_3,1_3" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_column type="1_3" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_text _builder_version="4.16" _module_preset="default" text_text_color="#444444" background_color="#d1e4ff" custom_padding="10px|10px|10px|10px|false|false" border_radii="on|8px|8px|8px|8px" global_colors_info="{}" theme_builder_area="post_content"]

Automated Answers
to ensure speed to answer

Core features:
Agent Assist, IVR Knowledge, Chatbot Knowledge

[/et_pb_text][/et_pb_column][et_pb_column type="1_3" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_text _builder_version="4.16" _module_preset="default" text_text_color="#444444" background_color="#d1e4ff" custom_padding="10px|10px|10px|10px|false|false" border_radii="on|8px|8px|8px|8px" global_colors_info="{}" theme_builder_area="post_content"]Guided Answers to ensure accuracy Core features: Guided Workflows, Decision Trees[/et_pb_text][/et_pb_column][et_pb_column type="1_3" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_text _builder_version="4.16" _module_preset="default" text_text_color="#444444" background_color="#5797f2" use_background_color_gradient="on" background_color_gradient_stops="#d1e4ff 0%|#b7d5ff 100%" background_color_gradient_start="#d1e4ff" background_color_gradient_end="#b7d5ff" custom_padding="10px|10px|10px|10px|false|false" border_radii="on|8px|8px|8px|8px" global_colors_info="{}" theme_builder_area="post_content"]

MerlinAI
continuously learns and improves content quality and response quality over time

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure="1_2,1_2" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_column type="1_2" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_text _builder_version="4.16" _module_preset="default" text_text_color="#444444" background_color="#d1e4ff" custom_padding="10px|10px|10px|10px|false|false" border_radii="on|8px|8px|8px|8px" global_colors_info="{}" theme_builder_area="post_content"]

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

[/et_pb_text][/et_pb_column][et_pb_column type="1_2" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_text _builder_version="4.16" _module_preset="default" text_text_color="#444444" background_color="#d1e4ff" custom_padding="10px|10px|10px|10px|false|false" border_radii="on|8px|8px|8px|8px" global_colors_info="{}" theme_builder_area="post_content"]

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

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_column type="4_4" _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"][et_pb_text _builder_version="4.16" _module_preset="default" global_colors_info="{}" theme_builder_area="post_content"]The following sections will provide an in-depth perspective on how each component of knowledge automation brings incredible value to enterprise companies and contact centers. This next section covers how Shelf automates answers while ensuring consistency and accuracy of company information. [/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]