Shelf Helps Leading Streaming Service
Improve GenAI Adoption by 154% and
Accelerate New-Hire Proficiency 42%
96%
adherence
to governance SLA
to governance SLA
154%
improvement in overall
agent adoption of GenAI
agent adoption of GenAI
36%
improved agent
sentiment
sentiment
Challenge
Lack of quality control over documents and files was leading to inefficiencies across the business. The customer support function was bogged down, leading to bloated Average Handle Time (AHT) metrics. Additionally, customer satisfaction (CSAT) scores were in decline due to inconsistent customer service experience.
Solution
Deployed Shelf to:
- Provide content quality assurance and governance.
- Created context around documents and files supporting better GenAI.
- Reduce onboarding time and shorten new agent time-to-proficiency.
Impact
They achieved 42% improvement in new hire time-to-proficiency and reduced onboarding time.
“Shelf has been essential part of our transformation effort. We’re able to govern content in a way that makes it easy to provide GenAI enabled, quality-assured information to our agents and customers.”
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