Strategic Acquisition Strengthens Commitment to AI-Powered Customer Experience with Enhanced Quality Management Capabilities
Zendesk to acquire Klaus, leveraging AI to enhance customer service. Klaus enables Zendesk users to deliver consistent, high-quality service across all channels, including both human and digital agents, driving increased loyalty through everyday customer interactions.
“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,” said Adrian McDermott, chief technology officer, Zendesk.”
“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”
Adrian McDermott, chief technology officer, Zendesk
”Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers’ needs,” said Martin Kõiva, CEO and founder, Klaus.”
With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human and digital agent performance is crucial to maintaining quality control and providing best-in-class customer service. While most QA software is capable of only scoring 1 to 2 percent of interactions and cannot recognize systemic trends, Klaus’ AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by outsourced teams. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.
WEM is a critical capability for today’s customer service leaders. The acquisition of Klaus will be the latest addition to the company’s existing workforce engagement management (WEM) solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired Tymeshift in June 2023. The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.
