GoTo implements AI-powered tool to drive improved customer experience

Damon Covey, Senior Vice President and Head of Product at GoTo
Damon Covey, Senior Vice President and Head of Product at GoTo

GoTo has rolled out AI Chat Analysis, an artificial intelligence-powered sentiment analysis and chat summary function within GoTo Connect’s Contact Center. This new innovative optional feature will help expand the level of data-driven insight available to customer service supervisors and analysts, resulting in a better understanding of customer interactions.

Why is this feature a timely one?

Following each client conversation, a positive, negative, or neutral sentiment analysis score will be given, providing insight into the customer emotion within interactions. A summary of the customer conversation is generated using AI, enabling supervisors to identify challenges or coaching opportunities for agents without needing to read the entire conversation.

“In a year when innovation and AI seem to go hand in hand, businesses continue to navigate how they, too, can take full advantage of the increased efficiencies AI can provide. Within the broad area of AI, LLMs like OpenAI’s ChatGPT have played an outsized role in changing the game for businesses across almost any industry, offering up time-saving solutions and more advanced comprehension than before,” commented Damon Covey, Head of Product, GoTo.

“These AI-powered advancements will not only save customer service personnel time, but also will provide insights to improve the customer experience,” Covey further commented.

Earlier this year, GoTo announced optional artificial intelligence functionality for both GoTo Connect and GoTo Resolve, each leveraging OpenAI-based tech. GoTo aims to continue advancing its AI capabilities and is excited to announce the next phase of that growth.

CSIRO’s Australia’s AI ecosystem momentum report found 56 per cent of artificial intelligence providers believe the artificial intelligence industry has the necessary expertise to deliver positive outcomes for Australian businesses, and 60 per cent of respondents indicated they are accelerating and expanding their AI-related solution offerings to meet market demand.

What does the new feature mean for platform users?

“The addition of the groundbreaking AI chat analysis solution is something that excites us very much, and we look forward to seeing how GoTo will continue to leverage AI in the future,” commented Marouane Rouicheq, Managing Director, NativUC, and partner of GoTo. 

“As GoTo’s Top Contact Centre Partner award recipient for 2022, we have been prodigiously recommending GoTo Contact Center to our clients, and this innovation to access insights to augment customer success practices will only make it a more enticing offering to share.”

Andrew Kernebone, APAC Head of Presales at GoTo
Andrew Kernebone, APAC Head of Presales at GoTo

“With the opportunity for different pathways of innovation, we can expect to see organisations utilise artificial intelligence to distinguish themselves within their markets to gain a competitive edge,” commented Andrew Kernebone, APAC Head of Presales at GoTo.

“AI will help firms become more agile in responding to emerging opportunities, allowing them to develop a deeper understanding of their customers’ needs, wants, and sentiments. This, in turn, will enable them to create a highly personalised experience that sets them apart.”

What is on the horizon for GoTo?

New artificial intelligence-powered self-service features for GoTo Resolve are currently in beta and expected to be rolled out to customers in the next three months. These new capabilities will enable end users to troubleshoot and find answers to IT questions using natural language, regardless of their complexity, without the need to connect to a support agent.   

“With the right approach, AI can be a valuable asset, and complementary to human IT and customer support teams. GoTo’s aim is always to help businesses get their work done more efficiently and increase their productivity. Exploring evolving AI technologies and adding even more AI to power our already seamless products helps us to do just that,” said Covey.