Klaus, the Tallinn-based startup, has been acquired by Zendesk, marking a significant development for both companies. With this acquisition finalized, Klaus is now officially part of Zendesk, a US-based company, merging their expertise and technologies. Zendesk’s acquisition of Klaus grants it access to Klaus’s AI-powered quality management platform, a valuable addition that enhances Zendesk’s workforce engagement management (WEM) solutions. This platform includes AI-powered quality assurance (QA) capabilities, complementing Zendesk’s existing WEM solutions like Tymeshift, a workforce management tool. Klaus’s platform is known for its ability to automate QA across all customer support interactions, providing insights into performance, sentiment analysis, and areas for improvement for both human and digital agents.
Klaus automates QA across 100% of customer support interactions, identifying patterns, predicting issues, and suggesting solutions to enhance service quality and customer experience. It analyzes both human and digital agent performance, identifying sentiment, outliers, churn risk, escalations, and follow-ups across all conversations, including those by outsourced teams. The platform also identifies knowledge gaps and coaching opportunities to improve agent performance and customer satisfaction.
The acquisition aligns with Zendesk’s focus on providing tools and solutions that help businesses deliver intelligent customer experiences. By integrating Klaus’s platform into its portfolio, Zendesk aims to empower companies to automatically and accurately assess the performance of their support teams, ensuring consistent, high-quality service across every channel and through both human and digital agents.
“Workforce engagement management is key to not only meeting, but exceeding customer expectations. A traditional satisfaction score won’t tell you everything you need to know. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk. “With Klaus as part of our WEM portfolio we have new features such as AI-powered AutoQA. We can give businesses everything they need to automatically and accurately assess the performance of their support teams to deliver consistent, high quality service across every channel and through both human and digital agents.”
“As AI drives up the speed and frequency of customer engagement, only AI-powered QA can help companies keep up with rising customer expectations,” said Kair Käsper, co-founder of Klaus. “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 organization.”
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. 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 spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.
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