Last Updated
Overview
Shelf provides advanced AI infrastructure, enabling knowledge automation that ensures front-line staff and customers instantly connect with precise answers. Despite lacking the ability to sync master copies in libraries, the platform’s robust features justify the investment, making it a compelling choice for enterprise contact centers.
Shelf Specifications
- Natural Language Dialogue
- Smart Data Discovery
- Self-Service Dashboards
- Text To Speech & Speech To Text
Shelf Features
Duplicate Identification
The platform proactively monitors all organizational assets to identify duplicates and low-quality information. By continuously targeting these issues, the system ensures that automated tools, such as Agent Assist and Copilot, only rely on trustworthy, high-value content.
Content Tracking
Shelf features a semantic layer and prebuilt connectors to scan platforms like SharePoint and Zendesk for issues. This transparency locates outdated or duplicated content across all sources, eliminating the need for time-consuming and complex document migration projects.
Issue Alert
Shelf software provides always-on governance capabilities that continuously scan content repositories for inaccuracies. This real-time monitoring instantly surfaces issues as they emerge, allowing administrators to maintain accurate information proactively and keep pace with business changes.
Agent Assist
The platform helps customer service representatives build trust by providing transparency into the GenAI process. It identifies and surfaces exactly what low-quality source content is being used most often, enabling rapid intervention to improve answer reliability.
Pros And Cons of Shelf
Pros
Efficient search features
Create separate libraries
Share multiple file types
Cons
Slow AI response at peak hours
Lacks some built-in CRM tools
Shelf Reviews
Total 94 reviews
4.8
All reviews are from verified customers
Rating Distribution
5
Stars84%
4
Stars14%
3
Stars2%
2
Stars0%
1
Stars0%
Share your experience
Angelika M.
Design, 11-50 employees
Less than a year
“valuable support for customer service”
Pros
It gives you the information and knowledge you need and that makes it much easier to respond to customer inquiries properly.
Cons
Nothing to complain about. It has been fantastic for my customer service team, helping them during calls and allowing them to handle customers the right way.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
8
Functionality
10
Jennifer T.
Hospital & Health Care, 101-500 employees
More than a year
“much simpler than others”
Pros
Compared with other programs, this one is far more easy to use.
Cons
Honestly I don't have any complaints at all, everything has been just about perfect.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
10
Functionality
10
Sean
Insurance, 500+ employees
More than a year
“strong search and smarter answers”
Pros
Right from the start, Search Copilot fit easily into our contact center setup. It has noticeably cut down on dead-end searches and reduced the amount of time agents spend hunting for answers. Content Intelligence has also improved the accuracy and relevance of the information being pulled up which has made the whole experience more effective.
Cons
A few users may still need some training before they can take full advantage of everything it offers.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
8
Functionality
8
Frequently Asked Questions
What other apps does Shelf integrate with?
It integrates with ServiceNow, Confluence, Slack, Box, Salesforce Knowledge, Zendesk, and Notion.
Who are the typical users of Shelf?
The software is used by professionals working in various industries, including e-commerce, transportation, finance, banking, insurance, and telecommunications.
Does Shelf offer an API?
Yes, it offers an API.
What level of support does Shelf offer?
It offers form submission support options.
Does Shelf have a mobile app?
No, it does not have a mobile app.
What language does Shelf support?
The software supports the English language.
What types of pricing plans does Shelf offer?
The starting cost of the platform is $10/month/feature. Get a personalized Shelf cost today.