The union between the two promises to transform the way companies ensure the effectiveness of customer service through AI.
A Zendesk announced today that it has completed the acquisition of Klaus, the industry’s leading AI-based quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions, which include Tymeshift, a modern workforce management tool created exclusively for Zendesk.
“Workforce engagement management is critical to not only meeting, but also exceeding customer expectations. A traditional satisfaction index does not provide all the information you need. It doesn’t show gaps in your service or opportunities for additional guidance and training for your support teams. With Klaus as part of our WEM portfolio, we can empower companies with the best AI-powered automated quality assurance on the market. By automatically evaluating support with AI to identify and fix gaps, AutoQA offers companies 100% coverage of customer conversations and a clear view of improvement opportunities, while eliminating the burden of manual review, explained Adrian McDermott, director of Zendesk technology.
Klaus co-founder Kair Ksper stated that as AI increases the speed and frequency of customer engagement, only AI-enabled quality control 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 for 100% of customer support interactions. It uses AI to identify patterns, predict problems, and suggest solutions. Thus, it is a vital tool that improves service quality, enriches the customer experience and improves the organization’s reputation and success, said the co-founder.
As digital agents are resolving more service queries without human interaction, having a quality control solution that analyzes the performance of both human and digital agents is critical to maintaining quality control and providing best-in-class customer service. Klaus identifies conversations with positive or negative sentiment and detects exceptions, risk of turnover, escalations and follow-ups in all conversations, even those carried out by third-party teams. It identifies knowledge gaps and training opportunities that can be used to improve agent performance and productivity, resulting in greater customer satisfaction.
“We have worked with Zendesk for over eight years and with Klaus for almost two years. Therefore, this acquisition is an exciting step towards creating an increasingly streamlined process for our internal quality assessment. As a luxury brand, our aim is to provide exceptional service, and our partnership with Zendesk helps us achieve this, highlighted Sophie Elgar, training and quality manager at Liberty London.
The Futurum Group CEO Daniel Newman explained that Zendesk with Klaus demonstrates the unique ability to always automatically provide quality assurance.
This way, companies can identify not only the areas in which CX teams should improve, but also the areas in which the company does not have structured processes. This provides great opportunities for customers of all sizes, declared the CEO.
To learn more about Zendesk’s vision for WEM with AI, join them at Relate in Las Vegas, April 16-18.
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