Knowledge Management

Continuously Improve Service Quality and Efficiency

Get Ahead of Constant Change

By the time you produce a new piece of quality content, it’s already out of date. Shelf MerlinAI analyzes feedback and interaction data to help you identify the new questions, the old answers, and the missing content you need to get ahead of constant change.

Write Once, Publish Everywhere

Streamline content publishing with Shelf workflow automation. Set priorities, create content, route approvals, publish, announce, and deliver to downstream CRM, support, CCaaS, chat, voice, and web systems.

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.

Increase The Impact of Your Content

If the content you develop isn’t used, then it is waste. Shelf MerlinAI determines the most important content priorities by identifying the gaps between questions and answers, so your precious production resources make the highest possible impact.

Knowledge as Infrastructure

The Shelf knowledge platform enables answers on-demand by connecting customer service applications to knowledge repositories. Artificial intelligence analyzes millions of customer conversations across CRM, support, CCaaS, chat, voice, email, and web and then infuses applications with relevant knowledge to increase the ROI of your entire tech stack.

Consistently Rated #1 for Knowledge Management

Used by the world's most innovative teams

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