Case Study: a global coffee brand boosts first call resolution with Shelf

Global Coffee Brand boosts first contact resolution to 95% with Shelf

Shelf helped a global coffee brand overcome a significant knowledge management challenge. The customer had no standard governance for customer service documents across 42 markets, making it impossible to manage market-specific content or assess the quality of their AI copilot's answers.

By deploying Shelf, the company established document quality assurance, eliminated content ROT, and applied context to create GenAI-enabled content. This solution delivered high-quality information directly to agents via their copilot. As a result, Shelf enabled a 95% first call resolution rate, a 22% reduction in average handle time, and contributed to the customer winning a CCW Excellence Award.