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
"Our most experienced agents use Shelf to document and share tribal knowledge for others to use."
Brian Finlay | Regulatory Safety Officer | Renew Digital
Here's what our customers think about Shelf Knowledge Management Platform
Our agents no longer have to look in different places to find answers – everything is delivered to them inside Shelf.
Amy Armstrong
Learning and Development Lead, HelloFresh
When compared to other leading knowledge products, over 90% of our users preferred Shelf.
Miquel Gomez
Head of Training, Glovo
The ability to integrate Shelf with our CRM and automatically suggest answers is a game-changer.
Matthew Dvorak
Director of Workforce Management, Tempoe
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.
