Zendesk, a global Software-as-a-Service (SaaS) firm providing customer experience (CX) software and sales CRM to businesses, has signed a definitive agreement to acquire Klaus, an AI-led quality management platform.
The deal, for an undisclosed amount, is expected to close in Q1 2024 after receiving the necessary regulatory approvals and customary closing conditions.
Founded in 2018 and headquartered in Tallinn, Estonia, Klaus leverages AI to improve customer service interactions. It claims its platform can “pinpoint” conversations with negative or positive sentiments, identify outliers and risks, escalations and follow-ups across all conversations, be it human or through chatbots, allowing companies to improve productivity and increase revenue.
Through this acquisition, Zendesk aims to help its customers improve their quality management services by unlocking the power of AI.
“As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance can keep up as companies work to identify and fix gaps in their customer service operations,” says Adrian McDermott, chief technology officer, 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’s latest purchase adds on to its existing workforce engagement management solutions. In June 2023, it acquired Tymeshift, an AI-led platform simplifying the management of CX workloads, built exclusively for Zendesk customers.
Founded in 2007 in Copenhagen, Denmark, Zendesk claims to operate in more than 20 countries and is headquartered in San Francisco, USA.