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.
