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.”