Case Study: a Fortune 500 insurer achieves enterprise-wide GenAI governance and trusted answers with Shelf

a fortune 500 insurer cuts content ROT by 99% with Shelf

The customer, a Fortune 500 insurer, faced challenges with disconnected systems and knowledge silos across its many affiliates. This created inefficiencies and significant compliance risks, especially in its contact center and claims processing operations. The insurer needed to standardize its core infrastructure to deliver reliable answers enterprise-wide and establish a foundation for safe AI deployment, leading them to partner with vendor Shelf for its knowledge management platform.

Shelf provided a unified knowledge and GenAI readiness platform that integrated deeply with the insurer's CRM and contact center systems. The solution delivered enterprise-wide standardization, cutting content ROT by 99% and enabling trusted GenAI answers for over 15,000 users. Shelf's platform ensured high-stakes accuracy and governance, reducing liability risks and establishing an AI-ready infrastructure for future automation.