The Missing Piece of your
Customer Support AI Tech Stack

Shelf transforms poorly structured support knowledge into contextualized and governed answers that AI can retrieve, understand, and use accurately, so support teams and customer-facing AI deliver better results at scale.

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A dense cluster of connected knowledge feeding a bright Shelf core, which in turn powers a bot, an assistant and a support agent

Consistently Recognized as an Industry Leader

“In the age of AI, data quality isn’t just important, it’s essential. … Poor data quality can break AI initiatives before they even begin.”

Source: Gartner

Gartner: only 24% of service and support leaders demonstrated positive financial returns across their AI use cases

Deepgram: 80% of organizations use voice agents, yet only 21% are very satisfied with the technology, a stark gap between adoption and performance

Forbes: AI customer experience is booming, but it is failing consumers

Gartner survey finds only 27% of customers would try a chatbot again after a negative experience

AI-powered customer service fails at four times the rate of other tasks

The Bottom Line: I hate customer-service chatbots, the consumer-AI refund relationship is off to a rocky start

It doesn’t have to be this way.

Shelf makes support knowledge AI-ready: structured, contextualized, governed, and continuously quality-assured for reliable performance at scale.

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Translate and Structure

Turn enterprise knowledge into AI-ready structure for better retrieval and reasoning.

Add Business Context

Enrich information with company-specific context so AI understands and applies it correctly.

Govern

Enforce permissions, guardrails, and controls across every AI experience.

Continuously Quality-Assure

Continuously surface outdated, conflicting, duplicate, and low-quality information.

The contact centre AI stack: copilot, conversational AI, agent assist and agentic AI on top, Shelf Cortex structuring, enriching, governing and quality-assuring it, CRM, knowledge, interaction and customer data systems below

Customer support knowledge was built for people, not AI systems. Shelf transforms documents, articles, and files into structured, machine-readable information that AI can retrieve, interpret, and use accurately across agent assist, copilots, bots, and AI agents.

Finding the right document is not enough. AI also needs to understand which product, customer, region, policy, process, or situation the information applies to. Shelf enriches support knowledge with the metadata, relationships, and business context AI needs to interpret information correctly and deliver relevant answers.

Make enterprise knowledge usable by AI without giving up control. Shelf preserves permissions, access rules, ownership, publishing workflows, review processes, and lifecycle controls as knowledge is reused across applications and AI experiences.

Support knowledge changes constantly, and manual quality assurance can’t keep up. Shelf continuously monitors your repositories, detects outdated, duplicate, conflicting, and low-quality content, and surfaces issues before they lead to inaccurate answers or poor customer experiences.

Shelf is agnostic to the agent assist, copilot, bot, AI agent, or model powering your customer experience. Its open, MCP-enabled architecture creates a reusable knowledge layer that connects to your existing systems and AI applications, so you can improve the information behind every experience without rebuilding your tech stack.

A support article on refunds and returns being parsed into structured answer atoms: parse the layout, split into answer atoms, enrich with context, apply permissions, with the resulting fields listed beside it

One answer carrying its business context: product, customer, region and policy above it, and the records it supersedes, requires and conflicts with below

Permissions, access rules, ownership, publishing, review cadence and lifecycle set once at the source and inherited by the support copilot, the customer-facing bot and every AI surface added later

A content quality assessment dashboard scoring documents for accuracy and completeness risk: past-dated, duplicate, contradictory, and incomplete content flagged across an organization's knowledge

Agent assist, copilot, bot, AI agent and any model connecting MCP-first to one Shelf knowledge layer, with SharePoint, Confluence, Zendesk, Drive, Notion, Box and more below: no migration below, no rebuild above

Three easy steps to get started

Connect your
content repositories

Automatically structure and contextualize
your knowledge for AI

Get trusted answers out of your
agent assist, copilot, or bot

How Leading Brands Use Shelf for Contact Center Automation

Glovo Enters Hyper-Growth and Turns to Shelf To Scale Knowledge Management Enterprise-Wide

Leading Telecom Company Eliminates 62% of Content ROT Using the Shelf Platform

HelloFresh Transforms Customer Experience With Shelf Slashing Average Handle Time by 20%

What our customers say

“The Shelf solution is superb! We achieved a 25% reduction in average handling time in the first three months of going live with Shelf.”

“Overall, Shelf has been fantastic and the integration into our CCaaS environment was quick and easy. Some of my favorite functionalities are Answer Assist, the ability to integrate with a chatbot, search functionality inside of documents, and the multi-language capabilities.”

“Shelf has provided us with a solution to our knowledge needs. We now have a single source of truth that our advisors can look to when helping customers. Shelf is easy to use for both advisors and administrators, and we’ve seen improvements in a number of metrics since implementation.”

“I have been using Shelf for a long time and I am extremely impressed with its knowledge management and content organization capabilities. The product greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material.”

“Shelf is knowledge retrieval and management as it should be. Search Copilot has significantly reduced time spent by our agents looking for answers. Its Content Intelligence features help us ensure the information retrieved is relevant and accurate.”

What our customers say
about Shelf on G2

4.7 141 reviews

5120

420

See How Shelf Helps Accelerate Contact Center Transformations

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The Missing Piece of your
Customer Support AI Tech Stack

When customer-facing AI gets it wrong, it makes headlines.

It doesn’t have to be this way.