AI-powered Estonian QA startup Klaus acquired by Zendesk

Key Points:

  • Klaus, an Estonian-born startup, has been acquired by global customer services platform Zendesk
  • Klaus raised a total of $19.3 million from investors including Global Founders Capital, Acton Capital, Icebreaker.vc, and Creandum
  • Klaus evolved from focusing on customer service agents to a quality assurance platform powered by AI

Summary:

In a strategic move to enhance its customer service offerings, global platform Zendesk has acquired Klaus, an Estonian-born startup that specializes in aiding customer service agents with AI-powered quality assurance. The undisclosed acquisition follows Zendesk’s previous procurement of Tymeshift, showing a trend in industry consolidation driven by a tech economy downturn.

 

Klaus, founded by Kair Käsper and Martin Kõiva, initially focused on conversation review and QA tools for support teams before evolving into a comprehensive AI-driven quality assurance platform. With $19.3 million in total funding from investors like Global Founders Capital and Creandum, Klaus secured a €12 million Series A equity round led by Acton Capital.

 

Zendesk’s Chief Technology Officer, Adrian McDermott, expressed excitement about integrating Klaus into their workforce engagement management portfolio, emphasizing the value of AI-powered quality assurance in meeting evolving customer expectations. Co-founder Kair Käsper highlighted the importance of AI in accelerating customer engagements and underlined the critical role of AI-powered QA in adapting to customer demands.

 

Klaus’ innovative solutions include training AI algorithms to automatically categorize and score customer interactions, enhance conversation quality through sentiment analysis, and streamline support processes for companies like Automattic, Wistia, and Soundcloud. This acquisition showcases the growing importance of AI-driven technologies in revolutionizing customer service operations and driving business success in the dynamic digital landscape.

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