Zendesk completes acquisition of AI-powered management platform Klaus

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.”