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Zendesk acquires AI-assurance platform Klaus to boost customer experience
Thu, 15th Feb 2024

Customer experience software provider Zendesk has announced the successful acquisition of Klaus, the renowned AI-powered quality management platform. This latest procurement serves to further enhance Zendesk's present catalogue of workforce engagement management (WEM) solutions. The key focus of the new addition aims to deliver intelligent customer experiences by applying effective AI-powered quality assurance.

Adrian McDermott, Chief Technology Officer at Zendesk, emphasised the significant role which workforce engagement management plays in transcending customer expectations, stating, "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."

McDermott also underscored how Klaus, as part of the WEM catalogue, can facilitate companies with superlative AI-powered automated quality assurance in the market. The utilisation of AI for assessing support to identify and address gaps ensures businesses have comprehensive coverage of their customer conversations. In addition, it provides a clear view of potential areas of improvement, alleviating the need for manual review.

Kair Ksper, Co-Founder of Klaus, reiterated the vital role of AI-powered QA in managing customer expectations amid the speed and frequency of customer engagement driven by AI. Ksper highlighted the advantages of Klaus, stating, "While most QA software can only score up to 5% of CX interactions, Klaus automates QA across 100% 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 organisation."

As a considerable number of service inquiries are increasingly resolved digitally without human intervention, employing a QA solution that analyses both human and digital agent performance proves indispensable in achieving best-in-class customer service and maintaining quality control. Klaus offers a comprehensive capability to identify conversations with positive and negative sentiment, spot outliers, predict churn risk, escalate conversations and follow-ups across all interactions. It also identifies knowledge gaps and opportunities for coaching, which consequently impacts positively on customer satisfaction.

Sophie Elgar, Training and Quality Manager at Liberty London, expressed her anticipation for the partnership's potential, stating, "We have been working with Zendesk for over eight years and Klaus for almost two years, so this acquisition is an exciting step towards creating an evermore streamlined process for our internal quality assessment. As a luxury brand, we aim to provide exceptional service, and our partnership with Zendesk helps us achieve that."

Daniel Newman, CEO of The Futurum Group, also lauded the venture, remarking, "Zendesk with Klaus demonstrates a unique ability to automatically provide quality assurance at all times. Used this way, companies can identify not only the areas where CX teams should improve, but also areas where a business is lacking structured processes. This brings huge opportunities to customers of all sizes."