Answer Assist

The Right Answers Delivered to Your Agents

Enhance response quality to your customers by focusing your agents to a central location for knowledge. Answer Assist reduces response time, boosts productivity, and seamlessly integrates into any existing system.

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The Power of Precise Answers

Answer Assist streamlines your knowledge by centralizing it in one location. It uses AI and customer-driven data to deliver contextually precise answers to agents — resulting in shorter handle times, improved customer satisfaction, and first-contact resolution.

Streamline Your Agent Operations

Answer Assist helps streamline knowledge management — reducing response times, improving first-contact resolutions, and feeding precise and accurate responses to agents.

Stay Consistent Across Your Channels

Keep all of your agents informed with real-time alerts for important updates so they can provide consistent responses across all channels

Accelerate Inquiry Resolution

Shelf’s MerlinAI listens to questions and suggests answers instantly to reduce average handle times, shorten first-contact resolution times, and eliminate escalations.

Simplify Your Training and Onboarding

Significantly cut down on your onboarding and training costs by embedding Answer Assist into your existing applications.

Product Features

Decision Trees/Guided Workflows

Leverage guided workflows to help agents navigate complex processes or procedures.

Content Recommendations

Configure intelligent recommendations for relevant content based on search and browsing history.

Context Suggestions

Provide context-based suggestions from preconfigured content based on customer interactions.

Answer Assist SDK

Integrate Answer Assist capabilities into your customer support systems, CCaaS, IVR, ticketing, and CRM for enhanced agent productivity.

Multiple Languages

Use Shelf in multiple languages to cater to a diverse audience.

Shelf is Consistently Rated #1 for Knowledge Management

A Best Practices Guide for Knowledge Managers

Kick-start your next-gen knowledge management strategy. Explore the key elements and processes of practical knowledge management from Patrick Clapp, a Harvard University information research specialist and knowledge management expert.

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