Agent Assist

Deliver Answers Directly to The Agent Desktop

Shelf Agent Assist improves the quality of your answers to customer inquiries and frees your agents from the time-consuming searches that slow response time and kill productivity.

Resolve Inquiries Faster

Shelf MerlinAI listens for questions and instantly suggests the best answers in chat, IVR, and tickets to speed resolution, reduce hold time and eliminate escalation. Shorten response times by letting agents insert answers directly into the conversation with Shelf’s award-winning UI.

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.

Reduce Training Costs

Onboard agents faster by giving them the knowledge and tools they need to succeed without leaving their native CCaaS, CRM or support application.

Standard Responses

Reduce average handle times by serving exact answers to common questions.

Decision Trees

Simplify answers to complex questions with easy, step-by-step procedures.

Embedded Search

Search your whole library from the Shelf widget, so you never have to switch screens.

Improve Service Quality

Ensure agents provide consistent answers across voice, chat, SMS, social, and email by serving content from a single source of truth.  Keep agents informed of important updates with integrated announcements.

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

More from the world of knowledge management

Our agents no longer have to look in different places to find answers – everything is delivered to them inside Shelf.

Amy Armstrong

Amy Armstrong

Learning and Development Lead, HelloFresh

When compared to other leading knowledge products, over 90% of our users preferred Shelf.

Miquel Gomez

Miquel Gomez

Head of Training, Glovo

The ability to integrate Shelf with our CRM and automatically suggest answers is a game-changer.

Matthew Dvorak

Matthew Dvorak

Director of Workforce Management, Tempoe