Klaus – an Estonian-originated startup that emerged in 2019 to help customer service agents – has been acquired by global customer service platform Zendesk for an undisclosed amount.
Last year, Zendesk too acquired Tymeshift, a workforce management tool, to be integrated into its product. It would be remiss of us not to mention that the slowdown in the overall tech economy and falling valuations have certainly helped fuel a wave of mergers and acquisitions in the sector.
By the end, Klaus had raised a total of $19.3 million from investors including Global Founders Capital, Acton Capital, Icebreaker.vc, and Creandum.
In a statement, Zendesk Chief Technology Officer Adrian McDermott said: “With Klaus in our WEM portfolio, we can offer businesses the best AI-based automated quality assurance on the market. »
Kair Käsper, co-founder of Klaus, added: “As AI increases the speed and frequency of customer engagement, only AI-driven quality assurance can help businesses meet the growing expectations of customers. clients. »
Klaus started out focusing on building customer service agents but has evolved into a more comprehensive AI-powered quality assurance platform (the company claimed).
In 2019, co-founders Kair Käsper and Martin Kõiva left their jobs as employees of Estonian unicorn Pipedrive to launch a “conversation review and quality assurance tool for support teams.”
After gaining clients like Automattic, Wistia, and Soundcloud, they closed $1.9 million in seed funding led by Creandum.
Then, in 2022, Klaus closed a €12 million (~$11.49 million) Series A round led by Acton Capital.
At this point, Klaus was training AI algorithms to perform tasks. These included automatic categorization of customer feedback, sorting conversations by attributes such as complexity, and sentiment analysis in a number of languages, thereby assessing the “quality” of customer-agent conversations.