Zendesk acquires Cleverly to offer happier, productive customer support

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Zendesk has acquired Cleverly for an undisclosed amount to make customer support teams more productive. The company stated that it shares a vision with Cleverly for democratizing AI and creating practical applications, ensuring that businesses get accustomed to AI without data scientists


Customer service platform provider, Zendesk, has announced its acquisition of Cleverly, a platform designed to find answers to customers’ questions. As part of the deal, the Cleverly team would join Zendesk.

In an official blog, Zendesk stated that a critical component of providing excellent customer experiences lies in providing agents dealing with customer experience, the right tools and processes. However, with increasing conversion volumes (20 percent year-over-year), customer support teams turn to AI to provide faster and reliable service as they struggle to keep up with the conversion.

Zendesk stated that Cleverly’s AI-powered solutions and insight-driven automation would make support teams more productive. Zendesk enunciated that it shares a vision of democratizing AI and creating practical applications with Cleverly, making it possible for businesses to get accustomed to AI without data scientists.

“We will integrate Cleverly’s technology across our platform, enhancing the trusted Zendesk AI solutions already enabling teams to automate more of their processes, reduce costs, and keep up with customer demand,”

Zendesk

Prior to Cleverly, Zendesk had acquired Smooch Technologies in 2019 for an undisclosed sum. With the acquisition of Cleverly, Zendesk stated that it would deliver a range of capabilities that automate crucial insights, reduce manual tasks, improve workflows and create more productive and efficient support teams.

“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 with features like Answer Bot, macro suggestions, and Content Cues,”

Zendesk
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