Ramp up new
Deploy in days,
Knowledge Assist and IVR Mapping Accelerate Resolution
Shelf’s Knowledge Assist integration in Five9 automatically suggests answers to agents for incoming chat and email by using MerlinAI to detect customer intents and recommending real-time answers. Knowledge Assist is also available as a backend knowledge management integration with Google Dialogue Flow.
Modern, Award Winning Knowledge Management
Consider Shelf a worry-free investment — built to make user adoption easy and painless. Shelf won top honors from Gartner Digital Markets for Awards include overall usability across the entire Enterprise Knowledge Management industry, as well as Easiest to Use, Highest User Adoption, and Easiest Admin awards for Contact Center Knowledge Technology from G2. Shelf has a full enterprise KM feature set, including workflow process management, user groups, advanced permissions, customer taxonomies, analytics and customization and can handle all content types. Where traditional knowledge bases fail, Shelf succeeds.
MerlinAI Drives Continuous Improvement and Discovery
Shelf’s proprietary MerlinAI technology constantly improves search results, so everyone finds exactly what they need. Beyond search, MerlinAI recommends content users didn’t even know existed, and streamlines the content maintenance process to ensure accurate information is always available to your agents and customers.