American-Danish Zendesk acquires Estonian AI startup Klaus

Zendesk has announced the acquisition of Klaus, an AI-powered quality management platform. With Klaus, Zendesk will be able to deliver consistent service across every channel. The deal amount was not disclosed.

  • Tallinn-based company Klaus develops a conversation review tool. It improves customer service quality by making internal feedback easy and systematic. It breaks this data down into trackable info with relevant highlights brought to immediate attention before they can become problems.
  • Currently, the solution is analyzing over two million conversations daily from its mostly enterprise-size customers. Klaus team has nearly 100 employees.
  • Zendesk was launched in 2007 in Copenhagen. Today, Zendesk employs more than 4,000 people across the world and connects more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites, and help centers.

Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers’ needs. 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.

 said Martin Kõiva, CEO and founder, Klaus.
  • Klaus will drive Zendesk’s vision of AI-powered Workforce Engagement Management (WEM) by bringing AI-powered QA to all of Zendesk’s customers. In addition, the acquisition is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.