Zendesk, a Software-as-a-Service (SaaS) platform, recently announced its definitive agreement to acquire Klaus, an AI-powered quality management platform. The acquisition is expected to be finalized in the first quarter of 2024, pending regulatory approvals. By integrating Klaus into its services, Zendesk aims to empower its customers to provide consistent, high-quality service across various channels, utilizing both human and digital agents. This move is anticipated to leverage the potential of everyday customer interactions to enhance loyalty.

Adrian McDermott, Zendesk’s Chief Technology Officer, highlighted that the combination of Zendesk AI and Klaus’ capabilities will assist businesses in navigating increased complexity and volume, ensuring personalized and empathetic service delivery. Unlike most Quality Assurance (QA) software that scores only a small percentage of interactions and fails to recognize systemic trends, Klaus’ AI reportedly scores 100% of customer support interactions. It identifies sentiments, pinpoints conversations with positive or negative tones, and highlights outliers, churn risks, escalations, and follow-ups across all conversations, including those handled by outsourced teams.

Martin Koiva, CEO and founder of Klaus, emphasized the critical role of QA software in ensuring consistency, assessing agent performance, and offering actionable insights for strategic planning. The acquisition positions Klaus as a valuable addition to Zendesk’s existing Workforce Engagement Management (WEM) solutions. This move signifies Zendesk’s commitment to expanding and delivering crucial capabilities on a larger scale within the customer support landscape.