Recommend and surface answers directly into the Kustomer Timeline for faster, more efficient omnichannel support.
Power the Kustomer Timeline with AI and Answers
Improve speed to resolution
Ramp up new agents faster
Deploy in days, not months
How It Works
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.
Best-in-Class Knowledge Management
Designed by a Harvard-trained Library Scientist, Shelf features a flexible, secure information architecture needed for any business. An unlimited library and folder hierarchy means that knowledge sharing readily scales across the contact center and beyond. Advanced user groups and permissions ensure that each user only has access to the information that is relevant to them and their job role.
Scale Support Volume, Not Costs with Shelf-powered Self Service Tools
Shelf helps deflect low-effort inquiries so your support team can keep up with your growing customer base. Embed webforms with MerlinAI that instantly surface best-fit content based on field inputs, before a customer hits submit. Shelf extends what chatbots can handle, powering them with the entirety of company knowledge, and enabling them to answer more complex questions.
Agent Assist Supercharges your Team
Shelf’s Agent Assist integration acts as the ultimate guide on the side, so your team can instantly access the information they need to do their job, without leaving the Kustomer Timeline. Agent Assist actively analyzes customer messages via chat, email, and messenger apps, then suggests real-time answers directly from your existing knowledge, whether it’s a simple response or a complex workflow.
AI-Powered Analytics and Insights
Leverage advanced analytics and Merlin AI, to gain insights into how content is being used, what is getting out of date, which articles are most popular, and continually optimize your knowledge so only high value, accurate information exists. Analyze search queries to understand the content your team is utilizing, as well as the knowledge they need.
Save Admins Valuable Time with Automated Maintenance
Shelf streamlines admin work by automating content management processes. Manage drafts, approvals, and publishing rights through workflow management modules. MerlinAI streamlines the content maintenance process and ensures accurate information is always available to your agents and customers.
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.
AI & Automation
Agent Assist for chat, email, messenger apps
Automated Content Maintenance
Advanced Content and Usage Analytics
Pinpoint Accurate Search
Automatic Content Suggestions and Recommendations
Knowledge Management:
Storage for all content types: wikis, documentation, video, audio, images
Decision Tree Content Guidance
Feedback Manager
Customizable Publication Workflow
Web Clipper to capture online content
Advanced User Permissions
Unlimited information architecture: Folders, categories, tags, favorites, ratings
Award-winning UI
Enterprise Security
Self-service:
Chatbot integration
Webform integration
FAQ and customizable portal
Voice provider integration with IVR intent mapping
