Klaus

Klaus is designed to automate customer service quality assurance processes using AI. It helps identify and fix gaps in customer service, ensuring consistent quality across all support agents, BPOs, channels, and languages.

Klaus offers a suite of tools that elevate support quality through review and analysis of interactions across every support channel. The AI Suite automatically scores every interaction for 100% coverage, driving smart improvements. The Coaching Suite structures one-on-one sessions and coaching around specific examples and performance metrics. Analytics and Insights track real-time KPIs, identifying top and low-performers and enabling systematic improvements in resolution time, interactions per case, and customer satisfaction.

Key features include:

• Plug and Play Quality Management: No model training required.
• AI-powered Quality Management: Automatically scores and analyzes 100% of agents and conversations without bias.
• Targeted Manual QA: Enhances team efficiency with automated review assignments and goal setting.
• Analytics & Trends: Provides accurate representations of overall service quality, identifying core issues and improving resolution time and satisfaction.
• Coaching & Learning: Improves agent performance with data-driven coaching and visualized impact tracking.

Klaus aims to make scaling support teams more efficient, providing a comprehensive platform for quality management and coaching. Its AI capabilities help pinpoint areas for improvement, simplify review processes, and promote active learning among agents. The platform also supports sentiment analysis and speech-to-text capabilities.

Pricing is not publicly disclosed and requires a customized offer through their website. The platform integrates with tools you already use and prioritizes security with SOC 2 Type 2 certification and GDPR compliance.

Published on July 9, 2024