Knowledge Automation for

Automate company knowledge and deliver accurate answers everywhere customers and agents meet in Five9.

Customer service is easier

when you automate answers.

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Increase Agent Efficiency and Effectiveness

AI actively listens to customer intent and automatically surfaces answers directly in the Five9 agent interface. 

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Optimize Admin Effort and Service Quality

Shelf makes it easier to publish and share content with tools to help your team prioritize production and updates.

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Keep Customers Satisfied Long Term

Shelf’s extensibility enables a holistic understanding of agent performance and knowledge effectiveness, facilitating continuous improvement.

The power of Shelf + Five9

Integrated together, Shelf and Five9 Agent Desktop Plus create an optimal support ecosystem that delivers answers on-demand where front-line staff and customers need them most, greatly improving contact center performance and customer satisfaction by optimizing everyone’s time and effort.

Scale Support Volume, Not Costs

Shelf’s Knowledge Assist integration in Five9 automatically suggests answers to agents for incoming chat and email by using MerlinAI to detect customer intent and recommending real-time answers. Knowledge Assist is also available as a backend knowledge management integration with Google Dialogue Flow.

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Power Five9’s Interactive Voice Assistance with Answers

Shelf is an accredited IVA partner, acting as the brains behind Five9’s Interactive Voice Assistance to deliver answers and create frictionless voice experiences that successfully optimize live resources.
Shelf also integrates with IVR to recommend answers directly to agents upon call transfer, driving faster resolution every time.

Achieve Day 1 ROI

33% Reduced Time to Answer

25% Decreased AHT

20% Increased Deflection

Shelf automates answers directly in your self-service tools, including FAQs, webforms, and chatbots, optimizing contact center volume by enabling customers to find the answers they actually need, without human assistance.

Improve Service Quality With Less Admin Effort

Company policies are constantly updating, requiring immediate changes to resources so agents are only sharing accurate information. And these changes add up, leaving room for error.

Shelf’s intelligent design is built for knowledge managers, by knowledge managers, automating the steps taken to properly add and update knowledge while eliminating excess effort.

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Boost Satisfaction with a Cross-functional Support Ecosystem

Shelf’s flexible, extensible solution integrates seamlessly into leading contact center and business intelligence tools.

A modern UI and UX guarantee adoption, then Shelf tracks and analyzes your team’s knowledge activities—how and when content is leveraged, who’s using it, and what might be missing based on search queries.

Consistently Rated #1 for 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.

Ready to automate answers?

Integrate Shelf and Five9 Today