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A better customer experience starts with better Agent Assist’s answers

Provide your contact center agents with the exact information they need to effectively service your customers in real-time. Choose between our pre-built Answer Assist or deliver answers through your existing agent assist solution.

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[ What is Agent Assist ]

Look for answers in your content right during the call or a chat with a client.

At Shelf, we believe that there’s no such thing as one-size-fits-all – especially when it comes to your tech stack. Our open product architecture gives you the freedom to seamlessly integrate a best-of-breed answer automation experience into your Agent Assist.

Pick from one of our pre-built integrations, use our SDK to embed into homegrown applications, or sync knowledge into your existing Agent Assist solution.

Shelf solution is superb! We achieved a 25% reduction in average handling time in the first three months of going live with Shelf.
Mark Comber, Quality Manager at Intrum
[ What we offer ]

Deliver targeted answers and better equip your agents

Leverage intents and utterances from a CCaaS or CRM to proactively push knowledge to your agents so they can effectively resolve issues in real-time, without having to search.

Knowledge for a unified agent experience

Shelf’s robust experience includes GenAI-powered suggestions, context-mapped knowledge shortcuts, access to key announcements and personalized favorites – so agents never have to leave their primary interface.

Understand where friction is the support experience

Our Answer Assist tracks interaction history and helps agents understand what’s already been done when escalations or callbacks occur. Additionally, it provides knowledge managers and CX leaders with an ability to identify friction points in the customer journey so they can be eliminated in the future.

Shorten onboarding and simplify training 

Cut down on the time spent onboarding & training and improve new hire time-to-proficiency with the power of intelligent answer automation.

An open architecture to support your evolving knowledge needs
An open architecture to support your evolving knowledge needs
An open architecture to support your evolving knowledge needs
An open architecture to support your evolving knowledge needs
[ Features ]
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Seamless integrations

Use pre-built integrations, a content sync, or our Answer Assist SDK to deliver the optimal Agent Assist experience with minimal technical effort.

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Guided workflows

Simplify the agent experience with decision trees and interaction history to reduce AHT, minimize internal escalations, and improve the customer support experience.

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Multi-language

Deliver knowledge to agents in the appropriate language and reduce the friction associated with having to mentally toggle from one language to another.

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Context-aware recommendations

Connect knowledge to intents and utterances to provide agents with relevant content without having to search.

[ Trusted by ]

The best brands rely on Shelf to deliver impact

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[ Resources ]

New resources from Shelf

Get more resources
Resources

20 Point Checklist to Ensure Your GenAI System Is Free of Bias and Toxicity

How to build ethical, fair, and trustworthy GenAI solutions free of bias and toxicity.

Resources

Pioneering GenAI Strategies in Healthcare

This guidebook offers actionable insights and practical strategies to harness the power of generative AI in healthcare.

Resources

7 Unexpected Causes of AI Hallucinations

Get an eye-opening look at the surprising factors that can lead even well-trained AI models to produce nonsensical or wildly inaccurate outputs, known as “hallucinations”.

[ Get your data ready ]
Ready to see Shelf’s Agent Assist in action?
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