Company's platform supports virtual assistants in carrying out tasks for customers more efficiently
Conversational AI startup Shelf.io has closed a $52.5 million Series B funding round led by Tiger Global and Insight Partners. The company’s platform supports virtual assistants that can help customer service agents answer questions and carry out tasks for customers more efficiently.
When a customer begins interacting with an agent of a company using Shelf, the customer service agent starts seeing information and suggestions provided by Shelf’s MerlinAI on the side of the chat window.
According to Shelf, answer automation saves a great deal of time, reducing the length of a conversation by 25% and shortening the time spent looking for answers from more than four minutes to fewer than 20 seconds. The speed and efficacy of the AI-assisted interactions also reduce the need to send the customer to a higher-up by 40%.
Shelf.io CEO Sedarius Perrotta said:
“With the remote distributed workplace now mainstream and an unprecedented volume of company content available on a growing number of cloud solutions, the need to quickly access answers within that information has never been greater.”
“We leverage our proprietary MerlinAI to make it easy for any employee to get answers from across the enterprise’s content sprawl. We are excited to partner with Tiger Global and Insight Partners to help us meet the incredible customer demand.”
Shelf.io is one of the many conversational AI startups obtaining significant investment over the last year or so. Though most of the more notable funding news has been for AI chatbots and voice AI to talk directly to the consumer, there’s always an element of analytics and suggestions for future encounters built into these kinds of platforms, especially as the AI improves.