Case Study: Klaus achieves scalable AI-led customer service quality assurance with Google Cloud Platform

Klaus Harnessing AI to deliver memorable customer experiences at scale

Klaus, founded in Estonia in 2018, needed a scalable way to improve customer service quality assurance for hypergrowth companies. Traditional QA methods relied on manually reviewing only a small sample of conversations, making it slow, expensive, and hard to find the most valuable interactions. Klaus built its AI-led platform on Google Cloud Platform to support this challenge.

Using Google Cloud Platform, Klaus created a highly scalable QA solution that analyzes 100% of customer interactions, uses AI and statistical modeling to surface the most valuable conversations, and automates basic scoring while keeping human analysts in the loop. The result is a faster, more efficient review process with deeper insights, helping companies work through more interactions and continuously improve customer service at scale.

Klaus

Joonathan Mägi

Chief Technology Officer