Zendesk has successfully finalized its acquisition of Klaus, a leading AI-powered quality management platform. This addition strengthens Zendesk’s Workforce Engagement Management (WEM) solutions, which already include Tymeshift, a modern workforce management tool designed exclusively for Zendesk. Adrian McDermott, Zendesk’s Chief Technology Officer, emphasized the importance of workforce engagement management in surpassing customer expectations. He highlighted Klaus as a valuable asset to the WEM portfolio, providing businesses with top-notch AI-powered automated quality assurance.
Klaus’s AI-powered Quality Assurance (AutoQA) is positioned as a game-changer in assessing customer support interactions. By automatically evaluating support using AI, it not only identifies gaps but also offers insights for coaching and additional training for support teams. The system provides 100 percent coverage of customer conversations, enabling a comprehensive view of opportunities for improvement while relieving the burden of manual review.
Kair Käsper, Co-founder of Klaus, emphasized the significance of AI-powered QA in meeting rising customer expectations driven by the speed and frequency of customer engagement. Klaus differentiates itself by automating QA across 100 percent of customer support interactions, using AI to identify patterns, predict issues, and suggest solutions. This approach enhances service quality, enriches the customer experience, and contributes to the reputation and success of organizations.
With digital agents handling more service inquiries without human interaction, Klaus becomes essential in analyzing both human and digital agent performance. The platform identifies sentiments, outliers, churn risks, escalations, and follow-ups, even across conversations managed by outsourced teams. It pinpoints knowledge gaps and coaching opportunities, ultimately leading to improved agent performance and productivity, resulting in higher customer satisfaction.
The acquisition received positive feedback from long-term partners such as Liberty London, emphasizing the streamlined process for internal quality assessment. By combining Zendesk and Klaus, businesses gain a unique ability to automatically provide quality assurance consistently, identifying areas for improvement and revealing opportunities to establish structured processes. This acquisition is seen as a significant advancement in enhancing customer experiences for companies of all sizes.
