Zendesk Acquires Automation Startup Cleverly.ai

Acquisition will enable teams to automate more processes while meeting customer demand

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Zendesk Acquires Cleverly.ai
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Published: August 27, 2021

Sandra Radlovački

Sandra Radlovački

Zendesk announced that it has acquired Cleverly.ai, a Portugal-based platform that finds answers to customer’s questions by creating a knowledge layer on top of apps. Zendesk plans to integrate Cleverly’s technology across its existing products and that way enable teams to automate more processes while keeping up with customer demand.

Customer support teams are struggling to handle the increasing volume of conversations year-over-year. As a result, businesses are turning to AI to provide faster and more reliable service. According to a 2020 IDC survey, automated customer service agents are a top priority for companies with over 5,000 employees. Technologies like chatbots are expected to save customers and enterprises over 2.5 billion hours by 2023.

Cleverly uses machine learning to classify, prioritise, and route customer support tickets based on intents. The platform can classify content in over a dozen languages, integrating with help desk, FAQ, and customer relationship management software to identify knowledge gaps and automate replies for common customer queries.

Zendesk EVP Shawna Wolverton wrote in a blog post:

“Cleverly and Zendesk share a vision of democratizing AI, as well as a passion for creating practical applications that make it possible for businesses to get started with AI right out of the box — without a team of data scientists required,”

“With Cleverly, we will deliver a range of capabilities that automate key insights, further reduce manual tasks and improve workflows, and overall lead to happier, more productive support teams.”

Zendesk added new features to its SaaS ticketing system, such as workflow automation on social media customer service channels. Zendesk can now report on the performance of a brand’s automation strategy, like the number of conversations engaged with bots and interactions escalated to an agent. It also leverages machine learning to recommend a response based on ticket context, using prebuilt integrations with Zoom, Microsoft Teams, and Monday.com to keep teams connected.

Wolverton added: “While Zendesk has invested in AI to help our customers achieve better, faster, and more reliable customer service, we believe there is still so much untapped potential. Today, our AI-enabled capabilities help businesses automate the conversations they have with customers, boost agent productivity, and increase operational efficiency.”

 

 

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