Shelf Helps a Global Coffee
Brand Eliminate Content ROT
and Boost First Call Resolution to 95%
23%
of identified content
ROT files eliminated
ROT files eliminated
93%
copilot answer
accuracy on day one
accuracy on day one
99%
of agents actively
using copilot
using copilot
95%
first contact
resolution rate
resolution rate
22%
reduction in average
handle time
handle time
Challenge
The company faced challenges with having no standard governance model for its customer service documentation supporting 42 geographic markets. This left knowledge managers with no way to apply the context required to distinguish market-specific documents and procedures. To make matters worse, they were unable to assess copilot answer quality.
Solution
Deploying Shelf enabled them to:
- Establish document quality assurance across all their markets.
- Identify and eliminate content ROT.
- Apply context to create GenAI-enabled content.
- Deliver high quality, contextualized content to customer service agents via their copilot.
Impact
99% of agents actively use copilot, driving a 95% first contact resolution (FCR) rate and a 22% reduction in average handle time within just six months.
“We won the CCW Excellence Award for Best in Class Contact Center in 2025 and our partnership with Shelf is a huge reason why we are recognized as having the best customer service in the business.”
See how Shelf can help you transform your knowledge management operation
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