Singapore – Customer service software company Zendesk has announced that it has completed its acquisition of AI-powered quality management platform Klaus, following its initial announcement back in January.
The acquisition of Klaus is the latest addition to the company’s existing workforce engagement management solutions which includes ‘Tymeshift’, a modern workforce management tool built exclusively for Zendesk.
With digital agents resolving more service inquiries without human interaction, having a QA solution that analyses both human and digital agent performance is crucial to maintaining quality control and providing enhanced customer service.
Taking this role, Klaus pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by outsourced teams.
It also spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.
Talking about the acquisition, Adrian McDermott, chief technology officer at Zendesk, said, “With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market. By automatically assessing support using AI to pinpoint and fix gaps, AutoQA gives businesses 100 percent coverage of their customer conversations and a clear view of opportunities to improve, while removing the burden of manual review.”
Meanwhile, Kair Käsper, co-founder of Klaus, commented, “While most QA software can only score up to 5 percent of CX interactions, Klaus automates QA across 100 percent of customer support interactions. It uses AI to identify patterns, predict issues and suggest solutions making it a vital tool that improves service quality, enriches the customer experience, and ultimately enhances the reputation and success of the organisation.”
Tag: Klaus
Singapore – Customer service software company Zendesk has announced it has signed a definitive agreement to officially acquire AI-powered quality management platform Klaus as part of its commitment to future-proofing its AI-powered customer experience.
The acquisition is expected to provide the company with new and transformative quality management capabilities that can increase efficiency and customer loyalty.
As QA software, Klaus’ AI scores 100 percent of customer support satisfaction. Its platform can precisely identify positive and negative sentiments, outliers, churn risk, escalations, and follow-ups across all conversations, including those from outsourced teams.
Furthermore, its AI software can also spot knowledge gaps and coaching opportunities that can be utilised to improve agent performance and productivity, resulting in higher customer satisfaction.
Klaus will also be the latest addition to Zendesk’s existing workforce engagement management (WEM) solutions.
With Klaus, Zendesk customers will be able to power their everyday customer interaction with a more consistent, high-quality service across every channel and across both humans and digital agents or bots.
Commenting on the acquisition, Martin Kõiva, CEO and founder of Klaus, shared, “Zendesk and Klaus share a vision of AI-led, personalised CX with businesses fully anticipating and acting on their customers’ needs. 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.”
Adrian McDermott, chief technology officer at Zendesk, also added, “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. 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.”
Zendesk’s acquisition of Klaus is expected to be finished by the first quarter of 2024, upon receipt of required regulatory approvals and other customary closing conditions.