Klaus
AI quality assurance for customer support
Klaus, now Zendesk QA, is an AI-powered quality assurance platform for customer support teams that automatically reviews and scores support interactions across all channels. Acquired by Zendesk in 2024, Klaus helps companies identify gaps in customer experience, pinpoint where agents need coaching, and ensure consistent service quality through automated QA scoring and sentiment analysis.
Key Capabilities
Klaus provides out-of-the-box AutoQA categories and Spotlights that work immediately without coding or model training. Teams can build custom AutoQA categories by describing in plain language what to look for in support interactions. The platform uses sentiment analysis to understand customer emotions during calls, supports multi-channel QA across phone, email, and live chat, and delivers actionable insights on agent performance. AI-powered scoring automates the review process that traditionally required manual sampling of conversations.
Who Should Use Klaus
Klaus is ideal for customer support managers, QA specialists, and team leads at mid-sized to enterprise companies who need to systematically evaluate agent performance and maintain consistent service quality. It is especially valuable for teams scaling their support operations who cannot manually review every interaction and need AI to identify coaching opportunities and compliance issues.
Getting Started
Klaus is available as an add-on for Zendesk Support and Suite plans. Contact Zendesk sales for pricing and to schedule a demo. The platform integrates with existing support tools and provides out-of-the-box AutoQA categories, allowing teams to start scoring interactions immediately without complex setup or model training.
Pricing & Accessibility: Klaus is available as a Zendesk QA add-on with custom pricing based on organizational needs. It can be purchased by customers on any Zendesk Support or Suite plan. Contact Zendesk for a customized quote and demo.
Why Consider Klaus: Klaus automates the traditionally manual and time-consuming QA process with AI that scores every interaction, not just a random sample, giving support leaders complete visibility into service quality and agent performance.
Pros
- AutoQA scores every interaction automatically without manual review sampling
- Out-of-the-box categories and Spotlights work immediately with no setup required
- Custom QA categories created using plain language descriptions
- Sentiment analysis provides deeper understanding of customer emotions
- Seamless integration with Zendesk ecosystem after acquisition
Cons
- Now requires Zendesk subscription as it has been integrated into Zendesk ecosystem
- Custom pricing with no publicly available rates makes budget planning difficult
- Teams not using Zendesk may find integration options more limited
Who is this for?
Automating quality assurance scoring for customer support interactions, identifying agent coaching and training opportunities, monitoring sentiment and compliance across support channels, ensuring consistent service quality at scale, analyzing support conversation trends and patterns
Frequently Asked Questions about Klaus
Is Klaus still available as a standalone product?
Klaus was acquired by Zendesk in 2024 and is now offered as Zendesk QA. It is available as an add-on for customers on any Zendesk Support or Suite plan. The core QA functionality remains the same but is now part of the Zendesk ecosystem.
How does Klaus AutoQA work?
AutoQA uses AI to automatically review and score every customer support interaction across all channels. It comes with pre-built categories and Spotlights that work out of the box, and teams can create custom categories by describing in plain language what the AI should look for.
Does Klaus support multiple communication channels?
Yes, Klaus supports quality assurance across multiple channels including phone calls, email, and live chat. The AI analyzes interactions regardless of channel and provides consistent scoring, sentiment analysis, and performance insights across all support touchpoints.
Pricing
paid
Custom pricing (Zendesk add-on)
Details
APIYes
Open SourceNo
CollaborationYes
LanguagesMultiple languages
Learning CurveEasy
Integrations
ZendeskIntercomKustomerSalesforceFreshdesk+1 more
