TL;DR:
- Zendesk acquires Tallinn-based Klaus, an AI-powered quality management platform.
- The acquisition reinforces Zendesk’s commitment to its AI-powered Workforce Engagement Management (WEM) solution.
- Klaus’ AI-driven technology enhances quality assurance (QA) in customer service.
- Klaus can evaluate a higher percentage of interactions compared to competitors.
- The acquisition signifies Zendesk’s dedication to personalized CX with AI-driven solutions.
- Klaus’ backers, including Creandum and Global Founders Capital, achieved a successful exit.
Main AI News:
Zendesk, the renowned player in the customer service industry, has recently made a strategic move by acquiring Klaus, a Tallinn-based quality management platform fueled by artificial intelligence. This acquisition underscores Zendesk’s unwavering commitment to fortify its comprehensive AI-powered Workforce Engagement Management (WEM) solution. In this synergy, Klaus assumes the role of quality assurance (QA), contributing its technological prowess to elevate Zendesk’s capabilities. Although the precise terms and financial details of this transaction remain undisclosed, the implications for the industry are significant.
“As the integration of AI continues to accelerate customer engagement, the need for AI-powered quality assurance (QA) becomes increasingly evident, especially as companies strive to identify and rectify deficiencies in their customer service operations,” elucidated Zendesk’s Chief Technology Officer, Adrian McDermott. “By combining Zendesk’s AI capabilities with Klaus’ expertise, businesses can adeptly navigate the intricate landscape of customer service, managing higher volumes with enhanced personalization and empathy, whether through digital or human agents.”
Established in 2018, Klaus’ AI-driven review automation platform empowers businesses to meticulously assess the quality and breadth of their customer interactions. While it was an enticing proposition six years ago, the ever-growing prevalence of chatbots in resolving support inquiries has amplified the demand for quality assurance benchmarks, such as those provided by Klaus.
Klaus asserts that its competitors can only evaluate a meager 1 to 2 percent of interactions and remain oblivious to emerging trends. In contrast, its AI solution meticulously evaluates each and every customer support interaction. Within this framework, Klaus can discern conversations marked by positive or negative sentiments, identify outliers, signal potential churn risks, and facilitate escalations or follow-ups, whether they involve digital agents or human agents, including those from outsourced teams.
Klaus’ CEO and founder, Martin Kõiva, shared his perspective on this development, stating, “Zendesk and Klaus share a vision of AI-driven, personalized Customer Experience (CX), where businesses proactively anticipate and address their customers’ needs. QA software plays a pivotal role in achieving this, ensuring consistency, assessing the performance of both human and digital agents, and furnishing actionable insights for strategic planning. As part of Zendesk, we are poised to further develop and deliver these critical capabilities on a larger scale.”
This acquisition of Klaus represents a successful exit for its backers, which include prominent investors like Creandum, Acton Capital, Icebreaker.vc, and Global Founders Capital, having collectively invested nearly $20 million since mid-2018. The union of Zendesk and Klaus holds promise for the future, offering businesses a formidable toolset to excel in the evolving landscape of customer service and engagement.
Conclusion:
The acquisition of Klaus by Zendesk represents a strategic move to strengthen its AI-driven workforce engagement solution. This development underscores the growing importance of AI in customer engagement and quality assurance within the customer service industry. It signifies a commitment to providing businesses with the tools needed to navigate the evolving landscape of customer service and deliver highly personalized experiences.
