Zendesk has acquired Cleverly, an AI automation startup, in order to improve customer assistance

Sep, 2021 - By WMR

Zendesk is seeking to grow its customer service abilities, and on August 27, 2021, it confirmed the acquisition of Cleverly, an early-stage AI startup.

Cleverly, which was originated in 2019, is located in Portugal, and has got investments from the EU’s Horizon 2020 research and innovation program, as per its website. Cleverly's product platform includes several ai-powered abilities, such as the triage function that automatically tags incoming service requests to aid in workflow categorization. The startup furthermore has AI-enabled human advancement with the agent support abilities, which aims to help customer service agents in providing the proper answers to queries. The company's technology has already been integrated with Salesforce and Zendesk.

Zendesk already has many AI-enabled capabilities that can assist organizations in automating customer interactions, increasing work efficiency, and, increasing agent productivity, such as the Answer Bot, a chatbot for customer interactions that provides answers from Zendesk's base of knowledge. In turn, Zendesk's AI-powered Content Cues feature assists in automatically reviewing support tickets and identifying areas where the content in a company's help center can be updated to become more beneficial to users.

Zendesk and Cleverly want to democratize AI in order to businesses can create practical applications that allow them to get on track with AI right away without the need for data scientists, she said. Shawna Wolverton further adds that AI has the potential to assist user experience teams in providing excellent service. She predicts that intelligent software will create futuristic of customer experiences, allowing AI and humans to collaborate accurately to distribute this at scale.

Shawna Wolverton stated that beginning August 30, 2021, her company will add all of Cleverly's employees to Zendesk. Pedro Coelho, Principal Engineering Lead, Machine Learning, and Christina Fonseca, VP of Product, are among the founders.