Klaus secures fresh capital to automatically categorize and score customer interactions

The best way to prevent bad customer interactions is to analyze previous ones, give agents regular check-ins and not rely too much on customer feedback according to Martin Kiva. Kiva was unable to implement these practices at scale because the tools to do so were not available.

Kiva collaborated with Kair Ksper and Egon Sale to create Klaus, a customer support product that integrates with customer relationship management platforms. Kiva says the Series A equity round will be used to support the development and further expansion of Klaus's software.

Managers need to be able to find the conversations that have a meaningful impact on performance for large companies. Kiva said in an interview that it was a needle in a haystack. laus is able to identify which conversations need attention.

Drawing on customer support tickets, input from managers reviewing agent conversations and customer satisfaction feedback, Klaus trains artificial intelligence to perform tasks. According to Kiva, Klaus can perform sentiment analysis in a number of languages out of the box.

The image was created by Klaus.

Kiva said, "Klaus can piece together what good and bad looks for each individual customer and deliver actionable insights that improve customer service for companies that have millions of support tickets every month." Two million customer conversations are analyzed by Klaus technology.

Questions about whether customer agents might be evaluated unfairly or inaccurate are raised by automated scoring systems. Kiva said that Klaus removes color, region, and gender-specific emojis in the customer feedback data that it analyses.

Klaus is competing with companies. Scopeai, acquired by Observe.ai in 2021, is a company that helps companies analyze customer feedback, and Cleverly, owned by Zendesk, is a company that automatically tags customer service requests.

Kiva thinks Klaus is well-positioned with a customer base of hundreds of companies. Klaus added a customer satisfaction survey feature that allows admins to spot trends that they might not have noticed.

There has been an increase in interest from companies that are looking to improve their customer service operations. Klaus provides a degree of confidence that the quality of the outsourcing service is under control because large enterprises tend to use more of it.

Over 100 people will be employed by Klaus in the next six months, according to Kiva. More than $19 million has been raised by the startup.