Self Service

Help Customers Help Themselves

Shelf self-service tools create awesome customer experiences while deflecting high support costs. Improve chat bot accuracy, suggest answers in forms, optimize search with AI, and offer a fully branded self-service portal.

Scale Service, Not Costs

Deflect common questions, so your agents can keep up with increasingly complex inquiries.

Deliver Answers, Not Articles

Serve helpful answers sourced directly from your FAQs by Shelf MerlinAI.

24/7 Customer Service

Ensure customers get fast, accurate answers even when your agents are off duty.

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.

Modernize Self-Service Portals with Shelf MerlinAI

Help customers find exact answers with an AI-enabled search experience.

Smart Recommendations

Suggest helpful information your customers don’t know to reduce call volume.

Branding and Customization

Align your portals with your corporate identity.

Search Engine Optimization

Optimize content so it appears front and center on search engines.

Multilingual Portals

Let customers search in their native language. Shelf supports over 33 languages.

Increase Chatbot IQ with Shelf MerlinAI

Chatbots perform better and deflect more with Shelf. MerlinAI expands the scope and complexity of questions chatbots can handle.

Reduce Tickets with Instant Answers In Web Forms

Shelf MerlinAI instantly suggests best-fit content based on form inputs before your customers click submit.

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