The acquisition of Klaus is the latest addition to Zendesk’s existing WEM solutions, including Tymeshift, a modern workforce management tool.
Zendesk completed its acquisition of Klaus, an AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions, which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.
Adrian McDermott, chief technology officer, Zendesk, said, “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. With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market. By automatically assessing support using AI to pinpoint and fix gaps, AutoQA gives businesses 100% coverage of their customer conversations and a clear view of opportunities to improve while removing the burden of manual review.”
Kair Käsper, co-founder of Klaus, said, “As AI drives up the speed and frequency of customer engagement, only AI-powered QA can help companies keep up with rising customer expectations. 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.”
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. Klaus pinpoints conversations with positive or negative sentiment and 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 result in higher customer satisfaction.
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