Zendesk has announced that it has entered into a definitive agreement to acquire Klaus, a market-leading AI-based quality management platform.
AI is driving a rapid increase in consumer interactions and transforming the world of customer service.
Service teams are being asked to increase their return on investment by managing an increasing volume of interactions while providing quality service and increasing the efficiency of the organization.
With Klaus, Zendesk customers will be able to provide consistent, high-quality service across all channels and between human and digital agents (bots), while unlocking the power of everyday customer interactions.
“As AI increases the speed and frequency of customer interaction, only AI-powered quality assurance (QA) can keep pace as companies work to identify and correct gaps in their customer service operations,” said Adrian McDermott, Chief Technology Officer at Zendesk. “The combination of Zendesk’s AI and Klaus’ capabilities will help businesses handle increased complexity and volume, and ensure that human and digital agents deliver highly personal and empathetic services.”
“Zendesk and Klaus share the same vision of personalized, AI-driven CX, where companies anticipate and act fully on their customers’ needs,” said Martin Kõiva, CEO and Founder of Klaus. “Quality management software plays a critical role in this, ensuring consistency, evaluating the performance of human and digital agents, and providing actionable insights for strategic planning. As part of Zendesk, we will continue to develop and deliver these critical capabilities, but now on an even larger scale.”