The Challenge
The organization was in the midst of a sweeping enterprise transformation. Naturally, each affiliate and business unit had been operating with its own set of systems, processes, policies, and knowledge silos, resulting in multiple disconnected operating models. Scaling required a move to a single operating model and standardized systems to deliver reliable answers enterprise‑wide.
Leadership recognized the need to standardize core infrastructure: a single CRM, a single CCaaS, and a unified knowledge platform capable of governing content end-to-end while preparing the enterprise for GenAI. Without this foundation, the company faced risks ranging from inefficiencies in contact center operations to serious compliance and liability issues in insurance claims and coverage.
And in insurance, accuracy isn’t optional. Using bad information in customer support interactions and for claims processing purposes creates significant liability, compliance, and legal risks that demand enterprise-grade governance.
The Solution
Shelf became the third pillar of the organization’s infrastructure strategy, joining their single CRM (Salesforce/CX Cloud) and CCaaS (Genesys) as the enterprise knowledge and GenAI readiness platform, delivering:
- Deep integrations with existing Salesforce and Genesys workflows.
- Content Intelligence and Content Quality Assurance (QA) to ensure accuracy before AI consumption.
- Unified Data Layer to normalize content across multiple sources.
- Headless CMS capabilities for multi-endpoint delivery.
- Enterprise governance with usage intelligence and continuous improvement reporting.
Milestone 1: Affiliate Success Proves Shelf as a Strong KM Foundation
Affiliate deployment demonstrated Shelf’s ability to deliver KPI improvements for the company’s contact centers.
Milestone 2: Enterprise Standardization
The parent company added Shelf to its CRM and CCaaS stack, creating a unified foundation for GenAI and knowledge management across all contact centers.
Milestone 3: Beyond Contact Centers
Expanded Shelf to quality-assure enterprise unstructured data and power multiple GenAI endpoints, ensuring the same governed content safely serves diverse end user populations.
Milestone 4: Continuous Optimization
Implemented usage and content intelligence reporting to guide safe expansion of AI experiences and prepare for agentic automation initiatives.
Shelf Became Indispensable
The company quickly realized Shelf’s value, finding the platform indispensable. Here’s why:
- API-first, enterprise-grade product architecture: API-first by design and enterprise-grade in practice, the platform supports myriad GenAI use cases across operating companies and departments, making it easy to expand capabilities over time.
- Deep integrations: Shelf integrates with Salesforce/CX Cloud and Genesys to bring knowledge directly into the systems where customer service representatives and other teams work.
- GenAI infrastructure: Shelf’s platform quality‑assures content regardless of source repository and delivers trusted answers to multiple endpoints such as agent assist, copilot, and custom RAG.
- Governance at scale: Usage and content intelligence reporting guide continuous improvement and safe expansion of AI use cases across 15,000+ authenticated users.
Together, these capabilities not only solve today’s challenges but also position the organization to scale AI safely and strategically for the future.
Human Support Accelerated the Transformation
Platforms deliver value, but it’s the teams running them that truly make the difference. The platform impact was amplified by Shelf’s strategic guidance. Working side-by-side with the VP of Enterprise Architecture & Digital Platforms, Shelf’s team helped navigate the complexity of enterprise transformation while maintaining the agility that made the affiliate successful.
“Shelf showed us, in production, that we could deliver GenAI-optimized, governed answers right where agents work. That proof at the affiliate level gave us confidence to scale.”
– VP of Enterprise Architecture & Digital Platforms, Leading U.S. Insurance Provider
The Results
The transformation delivered measurable impact across every strategic objective:
- Enterprise standardization achieved: Single knowledge/GenAI platform complementing unified CRM and CCaaS strategy.
- Multi-endpoint GenAI deployed: Agent Assist, Copilot, and custom RAG solutions powered by governed content.
- 15,000+ users supported: Scaled from single affiliate to enterprise-wide deployment across employees and field agents.
- High-stakes accuracy maintained: Content Intelligence ensuring compliance and reducing liability risks.
- AI-ready infrastructure established: Platform-first approach enabling continuous capability expansion and agentic automation preparation.
The Outcome & Future
By scaling from affiliate success to enterprise GenAI foundation, this insurance provider minimized AI risks, transformed the knowledge delivery experience, and positioned themselves at the forefront of practical, enterprise-ready automation. The result is governed, scalable, trusted GenAI answer delivery, setting the foundation for agentic innovation while maintaining the accuracy of insurance operations demand.
Not only does Shelf focus on delivering solutions for today’s challenges, but we also prioritize future implementations of GenAI, ensuring our clients are ready for what’s next. For this company, Shelf became a trusted benchmark for how to approach the pitfalls and complexities associated with GenAI deployments responsibly and effectively.
Why Shelf?
Shelf.io is the leading AI-driven knowledge automation platform, helping employees and customer service agents instantly find answers across any channel. Founded in 2017, Shelf powers enterprises like DSW, HelloFresh, Gerber, Glovo, and John Deere, and is ranked #1 in Knowledge Management by Gartner.
Ready to turn knowledge into a competitive advantage? Discover how Shelf can standardize knowledge management and prepare your organization for GenAI deployment. Get in touch →
