Stories: EIC-funded AI startup Cleverly is joining Zendesk for top customer service delivery
Cleverly provides AI-powered solutions with insight-driven automation that makes support teams more productive. This makes Cleverly the perfect fit to join Zendesk, a company that leads the market of software-building designed to improve customer relationships. Now, the two tech enterprises are coming together to assist customer support teams in automating more of their processes, reduce costs, and keep up with customer demand.
According to Cleverly’s vision, artificial intelligence (AI) can help customer experience teams deliver great customer service, and the next generation of great customer experiences will be created by intelligent software enabling humans and AI working closely together to deliver this at scale. With this in mind, the Portuguese AI startup funded by the EIC has the objective of eliminating the amount of manual and repetitive work that gets in the way of providing a better customer experience with the power of AI.
Both Cleverly and Zendesk agree on this vision about where the future of customer service is heading, creating the perfect conditions for a successful partnership. For their joint future, Cleverly will focus on bringing their intelligence to Zendesk’s platform, provide quick answers to agents, give proactive workflow advice to managers, and insights about the operation to administrators.
Shawna Wolverton, Executive Vice President, Product at Zendesk has stated that “acquiring Cleverly will help us deliver more of the AI-powered agent and admin productivity tools that make agents happier and more productive and help customers keep up with demand while reducing costs”. She continued to add that "today, we offer a range of AI capabilities that help businesses automate the conversations with customers (Answer Bot), boost agent productivity (Macro Suggestions), and increase operational efficiency (Content Cues). The Cleverly acquisition will make it possible for us to take those capabilities and many others further than ever before".
Cleverly received a Phase 2 grant from the European Innovation Council to develop an AI-based customer support assistant for agents to help them eliminate manual tasks, increasing productivity and reducing agent turnover.