Case Study: a Fortune 50 healthcare leader achieves 95% first contact resolution with Shelf

Healthcare eliminates 60%+ content ROT and reaches 95% FCR with Shelf

The customer, a fortune 50 healthcare leader, was in breach of its SLA for first contact resolution due to out-of-date and inaccurate documentation, known as content ROT. This issue caused their agent assist technology to provide bad answers, leading to a loss of trust from end users. They deployed Shelf to address this challenge.

Shelf identified and eliminated the content ROT while filling critical contextual gaps and missing metadata across repositories. This solution delivered in-context answers through their agent assist, resulting in the customer no longer being in breach of contract. They achieved a first contact resolution rate of over 95%, an all-time high, and eliminated content found in 60% of their documents.

Healthcare