Zendesk to acquire AI customer service platform Klaus
CALIFORNIA, UNITED STATES — Software-as-a-service (SaaS) firm Zendesk has signed a definitive agreement to acquire the artificial intelligence-powered quality management platform Klaus.
Klaus’ platform analyzes both human and digital agent performance. It boasts of a 100% customer support interaction, compared to most quality assurance platforms that only record 1-2% coverage.
With Klaus, Zendesk’s clients will be able to deliver consistent, high-quality service across every channel through both human and digital agents.
Klaus will be the latest addition to Zendesk’s workforce engagement management (WEM) tool. Zendesk is currently equipped with Tymeshift, which it acquired in June 2023.
“Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers’ needs,” said Martin Kõiva, Klaus Chief Executive Officer and founder. “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 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,” added Adrian McDermott, Chief Technology Officer, Zendesk.
Zendesk was founded in 2007 in Copenhagen, Denmark, and today operates in more than 20 countries. Meanwhile, Klaus was founded in 2018, is headquartered in Tallinn, Estonia, and has nearly 100 employees.
The acquisition is expected to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.
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