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

Answer 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


Less time looking for answers


Shorter average handle times


Fewer support escalations

Consistently Rated #1 for Knowledge Management

Ready to See Shelf in Action?

Request a free, customized demo based on your goals. We'll show you the future of knowledge management and why your customers will love great answers anytime, anywhere.