Case Study: Lowell explores enterprise GenAI insights with Shelf

Lowell reduces average handling time by 25% with Shelf

This webinar case study features Lowell, a leading credit management company, who needed to improve agent efficiency and reduce call handling times. The vendor, Shelf, provided its knowledge platform and AI-powered tools to address challenges with outdated and conflicting information that impacted both human and AI bot performance.

Implemented by Shelf, the solution created a single, accurate source of truth for knowledge. This integration into the contact center environment led to significant results, including a 25% reduction in average handling time within the first three months. Shelf's tools like Answer Assist and Search Copilot directly contributed to these efficiency gains.

Lowell