How to automate knowledge through IVR
![shelf-ivr-steps](https://shelf.io/wp-content/uploads/2020/12/afg_best_answer-screen.png)
Automating Answers through Agent Assist
Retrieving an answer typically requires multiple time-consuming steps: navigating tabs, running multiple searches, scanning documents, and repeating the process when the first attempt comes up short.
Shelf’s Agent Assist eliminates that unnecessary friction. Shelf integrates with any customer service solution and acts as the ultimate guide on the side helping agents navigate to the right answer.
Agent Assist is powered by MerlinAI which actively listens in real-time to customer messages across chat, email, or messenger apps, promoting accuracy, consistency, and speedy resolution. In 2021, Shelf will also support agent assist for live voice. This will be the ultimate compliment to IVR Knowledge.
How to Automate Knowledge Through Chatbots
![Section III: How Shelf Automates Answers: image 3](https://shelf.io/wp-content/uploads/2020/12/afg_chatbot_screen-1.png)