How a Global Coffee Brand is strengthening customer care by bringing AI-powered quality into everyday workflows

The complexity of serving 40+ markets

For decades, this global coffee brand has served millions of customers across continents. Operating in 40+ geographic markets, the company built its reputation on delivering consistent quality in every cup and every customer interaction.

But as the business scaled globally, maintaining that consistency became increasingly difficult. With customer service teams distributed across dozens of markets, each operating with different content and workflows, the company faced a critical challenge: how to deliver accurate, timely support at scale without sacrificing the personalized service their customers expected.

Managing customer service across 40+ geographic markets created operational challenges that traditional approaches couldn’t solve. Each market had developed its own content, procedures, and documentation, leaving customer service teams navigating fragmented information with no standardized approach.

When customers reached out with questions about products, policies, or procedures, agents struggled to find accurate answers quickly. Information was scattered, often outdated, and inconsistent across markets. The result was longer handle times, frustrated agents, and customers who couldn’t get resolution on the first contact.

The company’s leadership knew this wasn’t sustainable. Content ROT—redundant, outdated, and trivial information—had spread across their systems, making it nearly impossible to ensure agents had access to reliable guidance. They needed a fundamental transformation in how information reached their service teams.

Building intelligent AI agents for global operations

Knowing that AI would be critical to their transformation, but that implementation at global scale required the right partner, the company began searching for a platform that could unify their operations across all 40+ markets.

Shelf emerged as the ideal solution, offering an Agent OS specifically designed to build, manage, and optimize AI agents for enterprise operations. Unlike point solutions that simply stored information, Shelf provided the infrastructure to create intelligent AI agents that could understand context, eliminate content chaos, and deliver accurate answers in real-time.

Working closely with Shelf, the company deployed AI agents that became an intelligent layer across their entire customer service operation. These AI agents could:

Standardize operations across all 40+ markets while maintaining market-specific relevance

Identify and eliminate the 23% of content that was redundant, outdated, or trivial

Surface accurate answers instantly during live customer interactions

Continuously optimize based on actual usage patterns and accuracy metrics

The AI agents Shelf built didn’t just answer questions, they transformed how the entire operation functioned. For the first time, the company had visibility into what content existed, what needed updating, and what should be eliminated. More importantly, agents across all markets could access the same high-quality, AI-powered assistance during every customer interaction.

Excellence recognized: Award-winning results

99% of agents actively use AI assistance during customer interactions, driving a 95% first contact resolution (FCR) rate and a 22% reduction in average handle time within just six months.

The transformation was immediate and measurable. From day one, the AI agents achieved 93% accuracy, giving agents confidence to rely on the guidance they received. As the system learned and optimized, the company systematically eliminated 23% of problematic content that had been degrading service quality.

But the impact went beyond metrics. The platform fundamentally changed how agents worked. Instead of hunting through multiple systems for information, they had an intelligent AI agent working alongside them, understanding the context of each interaction and delivering exactly what they needed, exactly when they needed it.

This commitment to AI-powered excellence didn’t go unnoticed. In 2025, the company won the CCW Excellence Award for Best in Class Contact Center, recognition that their customer service had become truly industry-leading.

We won the CCW Excellence Award for Best in Class Contact Center in 2025, and our partnership with Shelf is a huge reason why we are recognized as having the best customer service in the business.

— Contact Center & Workforce Management Leader

The company’s journey with Shelf demonstrates what’s possible when AI agents are purpose-built for business operations. By addressing the root cause of service inconsistency—content chaos and information fragmentation—they didn’t just improve efficiency. They created a foundation for exceptional customer service that scales across any number of markets, any volume of interactions, and any complexity of operations.