According to an official release, Zendesk announced it completed its acquisition of Klaus, an AI-powered quality management platform. The acquisition of Klaus is the addition to the company’s existing WEM solutions which includes Tymeshift, a workforce management tool.
“With Klaus as part of our WEM portfolio we have new features such as AI-powered AutoQA. We plan to help businesses with the tools that they need to automatically assess the performance of their support teams to deliver consistent, quality service across every channel and through both human and digital agents,” Adrian McDermott, chief technology officer, Zendesk, explained.
Sources revealed that having a questions and answer solution that analyses both human and digital agent performance is needed to maintain quality control and provide better customer service.
“Zendesk with Klaus demonstrates the ability to automatically provide quality assurance. Used this way, companies can identify not only the areas where CX teams should improve, but also areas where a business is lacking structured processes,” Daniel Newman, CEO, The Futurum Group, concluded.
