Knowledge Automation for Kustomer
Recommend and surface answers directly into the Kustomer Timeline for faster, more efficient omnichannel support.
Reduce Handle Times
Shelf Merlin AI suggests answers from ticket data or Kustomer interaction channels.
Simplify Complex Escalations
Guide agents through difficult questions with decision trees inside Kustomer.
Reduce Training Time and Costs
Simply train agents on Kustomer and Shelf AI provides the knowledge.
Power the Kustomer Timeline with AI and Answers
Agent Assist
MerlinAI transforms knowledge into discoverable content with pinpoint accurate search, then finds and delivers answers directly to customers and agents. To guarantee the best information, MerlinAI stores and indexes any type of content (images, video, PDFs, wikis, audio) in every language you support. Whether it’s minute 03:24 or on page 17, Shelf automatically finds what you need. No more cluttered folders and memorizing keywords.
Continuously Improve Answers with Agent Feedback
Knowledge Management
Close the loop by allowing agents to provide direct feedback on content quality. Then publish new content quickly and efficiently with Shelf workflow automation. Set priorities, create content, route approvals, publish, announce, and deliver it directly to agents inside Kustomer.
Identify Gaps Between Questions and Answers
Dashboards and Reports
Improve service quality and performance with knowledge analytics based on customer interactions across every channel. Drill down into detailed interaction reports on search topics, empty searches, and content feedback from agents to zero in on the highest impact improvements.
Shelf Platform Capabilities and Features
Learn how the Shelf knowledge platform combines AI with modern SaaS infrastructure and a simple user experience to help agents and customers get the answers they need–on-demand.
ROI Starts on Day One
Lightning fast implementation and guaranteed user adoption make Shelf a quick win
80%
Less time looking for answers
30%
Shorter average handle times
40%
Fewer support escalations
Consistently Rated #1 for Knowledge Management
"I spend less time searching for documentation to verify something, and am able to move on to my next task. Searching in Shelf is much easier than guessing where the document is stored on the drive.”
Kim Tasney | Manager of Government Project Coordination | Granite Telecommunications
