Zendesk, a leading customer service solutions provider, has officially entered into a definitive agreement to acquire Klaus, an industry-leading AI-powered quality management platform. As artificial intelligence (AI) accelerates customer interactions, reshaping the customer service landscape, organizations are tasked with enhancing Return on Investment (ROI) amidst the surge in interaction volumes. The acquisition of Klaus aims to empower Zendesk customers to deliver consistent, high-quality service across all channels, encompassing both human and digital agents (bots). This move positions Zendesk to harness the potential of everyday customer interactions to foster loyalty.
Adrian McDermott, Chief Technology Officer at Zendesk, highlighted “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.”
Martin Kõiva, CEO and Founder of Klaus said, ”Zendesk and Klaus share a vision of AI-led, personalized 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.”
In the context of growing reliance on digital agents for service inquiries, the acquisition of Klaus becomes vital for maintaining quality control and delivering top-tier customer service. Klaus’ AI, capable of scoring 100 percent of customer support interactions, goes beyond the capabilities of traditional QA software. It identifies sentiments, outliers, churn risks, escalations, and follow-ups across all conversations, even those handled by outsourced teams. Klaus effectively identifies knowledge gaps and coaching opportunities, contributing to improved agent performance and productivity, ultimately leading to higher customer satisfaction.
Augmenting Workforce Engagement Management (WEM) Capabilities
Workforce engagement management (WEM) is a crucial aspect for today’s customer service leaders, and the Klaus acquisition will complement Zendesk’s existing WEM solutions. The company’s workforce engagement management suite includes Tymeshift, a modern workforce management tool exclusively designed for Zendesk, acquired in June 2023. The impending acquisition of Klaus is anticipated to conclude in the first quarter of 2024, subject to required regulatory approvals and customary closing conditions.
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