Shelf

Automate company knowledge and deliver accurate answers everywhere customers and agents meet in Five9

Product Details

Shelf’s award-winning knowledge automation app in Five9 Agent Desktop Plus is designed to help remote workers be more productive and efficient. Shelf automatically surfaces and delivers answers directly to your agents, while significantly reducing admin overhead through advanced analytics and automated content maintenance. By removing the unnecessary steps taken to access and manage company knowledge, Shelf simplifies training and onboarding, ensures accurate and consistent service, and keeps customers happy with every successful resolution.

Agent Assist and IVR Mapping Accelerate Resolution

Shelf’s Agent Assist integration in Five9 automatically suggests answers to agents for incoming chat and email by using MerlinAI to detect customer intents and recommending real-time answers from inside Shelf. Agent Assist is also available as a backend knowledge management integration with Google Dialogue Flow. Additionally, Shelf offers IVR intent mapping to recommend answers directly in Five9 upon call transfer for a frictionless voice experience.

Knowledge Assist and IVR Mapping Accelerate Resolution

Shelf’s Knowledge Assist integration in Five9 automatically suggests answers to agents for incoming chat by using MerlinAI to detect customer intents and recommending real-time answers from inside Shelf. Knowledge Assist is also available as a backend knowledge management integration with Google Dialogue Flow. Additionally, Shelf offers IVR intent mapping to recommend answers directly in Five9 upon call transfer for a frictionless voice experience.

Modern, Award Winning Knowledge Management

Consider Shelf a worry-free investment—built to make user adoption easy and painless. Shelf won top honors from Gartner Digital Markets for Awards include overall usability across the entire Enterprise Knowledge Management industry, as well as Easiest to Use, Highest User Adoption, and Easiest Admin awards for Contact Center Knowledge Technology from G2. Shelf has a full enterprise KM feature set, including; workflow process management, user groups, advanced permissions, customer taxonomies, analytics and customization and can handle all content types. Where traditional knowledge bases fail, Shelf succeeds.

MerlinAI Drives Continuous Improvement and Discovery

Shelf’s proprietary MerlinAI technology constantly improves search results, so everyone finds exactly what they need. Beyond search, MerlinAI recommends content users didn’t even know existed, and streamlines the content maintenance process to ensure accurate information is always available to your agents and customers.

Languages

Support

Website

Additional Documentation

Languages

English

Support

jeff.stroum@shelf.io

Website

https://shelf.io/

Additional Documentation

Brochure Knowledge Management