Estonia’s AI-powered Klaus acquired by Zendesk, a customer service solutions leader

Klaus, an AI-powered quality management platform hailing from Tallinn and also an alumnus of Zendesk’s Startup Incubator program, has recently been acquired by Zendesk, a distinguished customer service solutions provider originating from Denmark, and further developed in the USA. Klaus specializes in delivering comprehensive quality assurance for customer service interactions, complementing Zendesk’s suite of customer service software solutions designed to efficiently manage and engage businesses with their customers across diverse communication channels.

The acquisition aims to integrate Klaus’s expertise in AI-driven quality assurance for customer service operations into Zendesk’s suite of solutions. By leveraging Klaus’s capabilities, Zendesk aims to enhance its AI-powered Workforce Engagement Management (WEM) suite, reinforcing its commitment to delivering consistent, high-quality customer service across all touchpoints and furthering its position in the customer service software industry. The acquisition is anticipated to close in the first quarter of 2024, subject to regulatory approvals and customary closing conditions.

“As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations,” said 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 and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers’ needs,” said Martin Kõiva, CEO and founder, Klaus. “QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale.”

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