Posted by Bangalore: Zendesk announced that it has signed a definitive agreement to acquire Klaus, the AI-powered quality management platform for an undisclosed sum. With Klaus, Zendesk customers will be able to deliver consistent, high-quality service across every channel and both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty.
The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.
“As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations,” said Adrian McDermott, CTO of Zendesk.
“The combination of Zendesk AI and Klaus’ capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service,” added McDermott.
“Zendesk and Klaus share a vision of AI-led, personalised CX with businesses fully anticipating and acting on their customers’ needs,” said Martin Kõiva, CEO and Founder of Klaus.
“QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale,” added Kõiva.
While most QA software is capable of only scoring 1 to 2% of interactions and cannot recognize systemic trends, Klaus’ AI scores 100% of customer support interactions. It pinpoints conversations with positive or negative sentiment, and identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by outsourced teams.
Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which result in higher customer satisfaction.