Raises $52.5 Million in a Series B To Accelerate Growth Of AI-Driven Answers Automation Platform

Company offers unparalleled AI-driven answer automation and content management purpose-built for the enterprise, the world’s leading AI-driven answers automation company, today announced a Series B round of $52.5 million led by Tiger Global and Insight Partners, with participation from existing investors Base10 Partners, Connecticut Innovations, Contour Venture Partners and individuals like Austin McChord (founder of Datto) and Tooey Courtemanche (founder of Procore). The company, whose clients include John Deere, DSW, HelloFresh, Equitable/AXA, and Glovo, has experienced 4X growth in the last 12 months, zero customer churn in the last three years and a 10X user growth in the last year.

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“We are excited to back the Shelf team as they build the leading answers automation platform in the enterprise.”

Shelf was created to address a massive employee productivity challenge — the average worker spends 19% of their time tracking looking for answers or tracking down colleagues for help. The shift to remote teams due to COVID has only exacerbated the problem of tracking down answers. 42% of remote workers reported the ability to access information quickly and easily has the greatest impact on how productive they are.

Shelf’s platform helps every employee – from management to customer support agents – find answers to any question. Through AI-driven answer automation, Shelf reduces the average time-to-answer for customer service reps from more than four minutes to less than 20 seconds, reduces agent handle time by 25% and decreases support escalations by 40%. Shelf works across all customer service platforms and any customer communication channel — all while meeting the most stringent security standards. In addition, Shelf offers consumer-facing self-service tools that ensure customers find the right answers on the channels they frequent.

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“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,” said Sedarius Perrotta, CEO and Co-founder of “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.”

“Over the next 10 years, every company will be forced to upgrade their knowledge technology,” said John Curtius, Partner at Tiger Global Management. “We are excited to back the Shelf team as they build the leading answers automation platform in the enterprise.”

“Shelf has built an incredibly robust enterprise answers automation platform,” said Jon Rosenbaum, Principal at Insight Partners. “The technology’s focused application within customer service drives meaningful improvement in speed and efficacy of resolutions. We are pleased to support Shelf as they enter the company’s ScaleUp phase.”

Launched in 2017 by co-founders Colin Kennedy, Tobias Jaeckel and Sedarius Tekara Perrotta, Shelf is the highest rated Knowledge Management software by Gartner Digital Markets.

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