Zendesk acquires Cleverly to expand its customer service capabilities

Zendesk, a customer service platform, offers software-as-a-service (SAAS) products such as customer support, sales and enhances customer relationships. 

 

Zendesk is funded by eleven investors, among which Singapore EDB and ESO Fund are the most recent ones through the funding rounds named Grant-Zendesk and Secondary Market-Zendesk respectively.

 

Acquisition

 

Apart from acquiring a number of organizations such as Smooch Technologies (22nd May, 2019), Base (10th September, 2018), Outbound.io (4th May, 2017) and many more, it has recently acquired an early-stage artificial intelligence startup, Cleverly on 26th August, 2021.

 

At this time, the monetary terms of the transaction have not been disclosed and, Cleverly too, has not announced the details about the funding.

 

 Founded in 2019, Cleverly is headquartered in Lisbon, Portugal and receives funding from the European Union Horizon 2020 Research and Innovation Program, according to its site. 

 

(Must Check: 6 Advantages of Customer Relationship Management )

 

According to Stephan Morais, partner at Indico Capital Partners, this kickoff is that Lisbon's launch scene was considered one of the most exciting deep tech companies in the region by TechCrunch in an article earlier this year.

 

Cleverly's platform-as-service( Paas) system  provides a set of artificial intelligence-based features, including a classification feature that automatically tags incoming service requests to help classify workflows. 

 

This startup, a customer service agent, has an AI-based human enhancement feature with agent support capabilities aimed at providing the correct answer to your inquiry. 

 

According to TechCrunch, Wolverton added that AI can help an experienced team of customers provide excellent customer service. She expects intelligent software to create the next generation of customer experience, allowing humans and AI to work closely together to deliver this on a large scale. 

 

Zendesk provides answers taken from Zendesk's knowledge base, allowing organizations to automate customer conversations, increase agent productivity, and improve operational efficiency, including Answer Bot, which is a cheat for customer interaction. 

 

Zendesk's Content Cues AI-powered feature helps you automatically check your support tickets and identifies areas where your company's Help Center content can be updated to help you. 

 

Wolverton's goal is to automate the main insights through Cleverly, further reduce manual effort, improve workflows, and provide a variety of features that lead to a more satisfying and productive support team overall.

 

Zendesk's business overall grew in 2021, and sales in the second quarter of 2021 increased by 29% to $ 318.2 million.