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Estonian Startup Klaus, specializing in AI-powered Quality Assurance, acquired by Zendesk
In a groundbreaking move, global customer service platform Zendesk has acquired Estonian-born startup Klaus, known for its AI-powered quality assurance platform. This acquisition marks a significant shift in the customer service industry, as companies strive to meet the rising expectations of customers in an era dominated by AI and automation.
Founded in 2019 by Kair Käsper and Martin Kõiva, Klaus originally focused on assisting customer service agents but quickly evolved into a comprehensive platform for automated quality assurance. The company received a total of $19.3 million in funding from various investors, including Global Founders Capital, Acton Capital, Icebreaker.vc, and Creandum, before catching the eye of Zendesk.
The acquisition is a strategic move for Zendesk, as it aims to empower businesses with the best AI-powered quality assurance in the market. Adrian McDermott, chief technology officer of Zendesk, emphasized the importance of Klaus as part of their workforce engagement management portfolio, recognizing the crucial role of AI in meeting the growing demands of customer engagement.
Kair Käsper, co-founder of Klaus, highlighted the necessity of AI-powered quality assurance in the face of increasing customer expectations. Klaus’s AI algorithms are trained to perform a range of tasks, including automatically categorizing customer comments, sorting conversations based on complexity, and conducting sentiment analysis in multiple languages.
This acquisition comes at a time of increased M&A activity in the tech sector, signaling the industry’s response to rapid technological advancements and evolving market dynamics. With Klaus now part of Zendesk, the future of AI-powered quality assurance in customer service looks promising, offering the potential for greater efficiency and effectiveness in meeting customer needs.
