With Google Cloud, Klaus has built a highly scalable, AI-led platform that enables hypergrowth companies to review and optimize their customer service.
Klaus’s unique approach to customer service management has found great success, winning the company globally recognized clients. Any platform requires a solid foundation, and for Klaus, that was Google Cloud.
The problem unwrapped
Customer service is an ongoing process, requiring quality assurance (QA) measures to maintain high standards. But the larger a company gets, the more complex and expensive QA becomes. That’s where Klaus comes in, with an AI-led solution that simplifies QA for companies of every size.
Traditionally, QA for customer service has meant choosing a small sample of recorded interactions — often as small as 1% — and then reviewing and scoring them. These scores provide the raw data that analysts can mine for insights into customer satisfaction, agent communication, and knowledge trends, as well as point to conversations that can be educational. However, the process is manual, often long and painstaking, and with such a small sample size, of limited value. As a business grows, finding the most valuable interactions to review becomes increasingly like finding a needle in a haystack.
By harnessing powerful data analytics and cutting-edge artificial intelligence, Klaus has built a QA platform that can ingest the totality of a company’s customer interactions, rather than a small sample. The platform can then sift through them, teasing out the most valuable ones for review, and automatically score the most tedious and error-prone categories for human evaluators.
Scalability and ease of use of Google Cloud
When it came to building its platform, Klaus chose very early on to build it on Google Cloud rather than another cloud provider, primarily because of its ease of use.
“With Google Cloud, we knew that we didn’t need to worry about scalability,” says Joonathan Mägi, CTO at Klaus. “But we loved how developer-friendly it is. We didn’t have to hire platform engineers or DevOps specialists. Our product engineers could do everything themselves.”
For Mägi and his team, the most welcome aspect of Google Cloud has been the transparency of the platform.
“When I talk to our engineers, they are consistently impressed with the visibility that we get into the system with tools like Cloud Monitoring and Cloud Trace,” he says. “It means we can debug and optimize our services very quickly.”
A simple solution for a complex ecosystem
With such a complex ecosystem that was always evolving as the company grew, Klaus wanted to simplify its billing as much as possible, which is why the company engaged the services of Google Cloud Partner Revolgy. In addition to helping Klaus optimize its infrastructure costs, Revolgy kept the company abreast of the latest developments with Google Cloud and its products.
“Every project we do on Google Cloud, we orchestrate the billing through Revolgy so it’s all nice and simple,” says Mägi. “What’s more, they have a lot of experience and contacts with Google Cloud and they can pass that on to us, whether it’s best practices or being aware of new features coming out. It's been a great collaboration.”
For Revolgy, the partnership with Klaus has been mutually beneficial.
“Working with Joonathan and the Klaus team has been a pleasure from the very first moment. We knew how important the customer experience is for our partners and considering we had in front of us an extremely skilled Google Cloud team, it wasn’t difficult to align on common goals,” says Vlad Birsan, Chief Sales Officer at Revolgy.
“It is not your typical vendor-customer relationship, but rather a balanced collaboration,” explains Stepan Kaiser, Cloud Services Lead at Revolgy. “Joonathan very often provides valuable feedback to Revolgy and Google Cloud and helps us improve our services.”
Zooming in on the cloud solution
With Google Cloud at its core, Klaus has built a platform that integrates powerful analytics with AI to help hypergrowth companies solve complex customer service challenges at scale.
“Google Cloud has enabled us to operate at massive scale and complexity compared to traditional QA platforms,” says Mägi. “We ingest and analyze more than 10 million customer interactions a day, in more than 100 languages, and those numbers are growing every day.”
A key part of Klaus’s success is due to how quickly its developers are able to iterate on Google Cloud and bring out new products and features that adapt to clients’ individual needs.
“We invested heavily into our machine learning pipelines early on, which means that there is not much of a delay between our AI research, model development and product implementation. Thanks to the flexibility of the pipelines we can offer custom data handling for specific customers that would be impossible with conventional ETL,” explains Mägi. “We could offer our clients robust solutions much more quickly as a result.”
Klaus runs a micro-services-based architecture orchestrated with Cloud Run and Google Kubernetes Engine (GKE), along with networking tools like Cloud Load Balancing and Cloud Armor for smooth, secure operations.
The persistence layer, where the data is ingested, processed, and stored, is built with Cloud SQL for PostgreSQL and Cloud Spanner.
With the data ingested and processed, Klaus can run it through its own proprietary AI components, which form the core of the platform’s offering. These are fed with data pipelines built with BigQuery, Cloud Composer, Cloud Dataflow, and elements of Vertex AI.
Resource optimization among rapid growth
Although it deals with very large clients, Klaus itself is still relatively small, with fewer than 70 employees. Founded in Estonia in 2018, as a startup that is still in its own phase of extreme growth, every resource is precious, and Mägi would rather spend time and money working on core business problems than hiring DevOps specialists.
Klaus is currently looking ahead to another year of rapid growth, after closing a $12 million round of Series A funding towards the end of 2022. As well as drumming up new business, the company is also seeking to expand the capabilities of its platform.
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