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Zendesk today announced it has signed a definitive agreement to acquire Klaus, the industry leading Artificial Intelligence (AI)-powered quality management platform.

Artificial intelligence is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization’s efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high-quality service across every channel and across both human and digital agents (bots)—all while unlocking the power of everyday customer interactions to increase loyalty.

“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 at Zendesk. “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.”

“Zendesk and Klaus share a vision of AI-led, personalised CX with businesses fully anticipating and acting on their customers’ needs,” said Martin Kõiva, CEO at and Founder of Klaus. “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.”

Quality Control Is Crucial Moving Forward 

With digital agents resolving more service inquiries without human interaction, having a QA solution that analyses 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 1–2 percent of interactions and cannot recognise 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.

Workforce engagement management (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 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.

To learn more about Klaus and the benefits of quality assurance visit Klausapp.com. To learn more about Zendesk’s vision for AI-powered WEM, join us at Relate in Las Vegas, from 16 to 18 April.

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