Case Study: a leading streaming service achieves 154% GenAI adoption and 42% faster new-hire proficiency with Shelf

a leading streaming service boosts GenAI adoption by 154% with Shelf

The customer, a leading streaming service, faced challenges with inefficient knowledge management, including a lack of quality control over documents that led to bloated average handle times and declining customer satisfaction scores. To address this, they implemented Shelf's knowledge management platform.

By deploying Shelf for content quality assurance and governance, the solution provided better context around documents. This resulted in a 154% improvement in GenAI adoption, a 42% acceleration in new-hire proficiency, and a 96% improvement in adherence to governance SLAs. Shelf was essential in transforming the customer's support experience.

Leading Streaming Service