Manage and deliver company knowledge faster than ever

Wherever your customers and agents are, Shelf is ready with answers. Every channel, any platform, and as soon as conversations begin.

Manage and deliver company knowledge faster than ever

Wherever your customers and agents are, Shelf is ready with answers. Every channel, any platform, and as soon as conversations begin.


Make virtual agents more effective
Put answers at your team’s fingertips so they can find what they need, when they need it.

Ensure accuracy and consistency
Shelf makes maintaining content easier than ever before with MerlinAI, analytics, and automation.

Shorten time to ramp up new agents
Reduce training and time-to-employee-efficiency with intuitive access to automated and searchable knowledge.

End-to-end knowledge automation powers better customer journeys

Shelf drastically reduces the time it takes to access and manage company knowledge by delivering answers directly in the platforms customers and agents are already using—self-service portals, IVR’s, chatbots, CCaaS, CRMs and more.

  • Manage any content type in a single place, including FAQs, documents, PDFs, presentations, audio files, video and more.
  • Automatically suggest answers from within any type of content—whether it’s on page 17 or minute 03:24.
  • Leverage AI and Analytics to gain transparency into content usage and content management, reducing the administrative burden.

Shelf works where your employees work

Accessing company knowledge has never been easier. When Shelf integrates with your customer service solution, it acts as the ultimate guide on the side.

Shelf powers the leading CCaaS, CRM, and ticketing systems with the world’s most advanced knowledge management, and connects to popular collaboration and content management platforms.

Find answers through AI and powerful search

Shelf powers answers to all the places that matter to your customers and agents.

  • Locate exact keywords inside documents, videos, images and more.
  • Leverage AI as a guide on the side to suggest answers based on context.
  • MerlinAI improves search performance by getting smarter over time.

Easier maintenance equals more accurate answers

Shelf streamlines admin work by creating a centralized place to automate the content management process.

  • Advanced analytics provide insight and transparency into what your agents and customers are looking for and what to improve.
  • Integrated content publication means you only need to make changes once and updates are automatically pushed everywhere your content lives.
  • MerlinAI helps admins gain insights into content usage and suggests changes and updates.

Awarded for ease of use and customer satisfaction

Shelf was awarded “Product of the Year” in 2019 by the Business Intelligence Group. CIO Review also awarded Shelf, “Best Knowledge Management Product of 2019”. And a Gartner company, Capterra, independently assessed and awarded Shelf with Top 1% honors in overall usability across the entire Enterprise Content Management Industry.

Shelf Wins CIOReview’s Best Knowledge Management Product
Shelf Wins 2021 BIG Innovation Award

Our latest resources

451 Research Group Emphasized Shelf’s Innovative Role in the Market

We are thrilled to be recognized by the 451 research team, who emphasizes Shelf’s innovative role in the market…


A Practical KM Best Practices Guide

Explore the key elements and processes of practical knowledge management from a Harvard data scientist.


Introducing Knowledge Automation

Learn how knowledge automation makes finding anything you or your customers need no more than a two-step process.

Ready to automate answers for your support team?