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.”

Hong Kong – Ad-Lib.io, a global creative management platform, has announced that it will be expanding its presence to Hong Kong, and has also added two new members to its regional team as the company expands its focus on the Greater China region to enable further global growth.

Randal Foo takes the helm as RVP of Sales in APAC and Rishima Mohindru as the platform’s client partner for Hong Kong and Greater China.

Foo joins Ad-Lib.io from his previous sales positions at enterprise tag management Tealium and customer engagement company Cheetah Digital, where he served as regional sales and head of sales respectively. He brings to the company nearly 15 years of sales and digital marketing experience in the Asia Pacific region. 

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(Left) Randal Foo, RVP of Sales in APAC; (Right) Rishima Mohindru, client partner for Hong Kong and Greater China.

Meanwhile, Mohindru comes from media company Omnicom Media Group, where she served as lead of APAC recently. She brings to the company her experience in helping brands expand their digital footprint while growing their online business through her deep understanding of the industry spanning from execution to strategy.

Both new hires will report to Rupert Privett, head of APAC at Ad-Lib.io.

“APAC advertisers face huge challenges delivering effective creative for their campaigns due to limited resources to produce and adapt relevant creative across multiple formats, channels, audiences, cultures, and markets,” Privett said.

He added, “To have the most impact, APAC advertisers need tools to simplify their production and targeting processes and we are proud to be uniquely positioned to help them achieve their goals.”