GoTo Contact Center expands insight capabilities with AI Chat Analysis


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, Large Language Models (LLMs) like OpenAI’s ChatGPT have played an outsized role in changing the game for businesses across almost every industry, offering time-saving solutions and more advanced comprehension than ever seen before. These new capabilities have proven to be an incredible asset to businesses, and when used correctly, can be every customer facing worker’s personal helper to make the most of each customer interaction.

Earlier this year, GoTo announced optional AI functionality for both GoTo Connect and GoTo Resolve, each leveraging OpenAI-based technology. These optional integrations, which you can choose to enable at any time, allow agents to use AI to generate quicker customer responses and easily create and run IT automation scripts across devices. These enhancements demonstrate GoTo’s commitment to making IT and business communications easy, particularly when it comes to customer support. GoTo aims to continue advancing our AI capabilities and today, we are excited to announce the next phase of that growth.

GoTo Launches AI Chat Analysis for GoTo Contact Center:

In our latest move to enable customer success, GoTo has rolled out AI Chat Analysis, an AI-powered sentiment analysis and chat summary function within GoTo Connect’s Contact Center. This new optional feature will expand the level of data-driven insights available to customer service supervisors and analysts, resulting in a better understanding of customer interactions.

GOTO0918_GTC_AI_Blogpost_image-Static-R1V2Following each customer conversation, a positive, negative, or neutral sentiment analysis score will be given, providing insight into the customer interactions. Additionally, a summary of the customer conversation will be generated using AI, enabling supervisors to identify challenges or coaching opportunities for agents without needing to read the entire conversation.

As an example, when a customer connects with a support agent, the AI chat analysis tool reviews the conversation to offer insights. This can detect emotions, such as if a customer was frustrated when they couldn’t find information or documentation needed for onboarding. The AI Chat Analysis feature would also analyze the agent’s response to the customer and any follow-up needed. The tool would then give the conversation a negative, positive, or neutral sentiment based on the interaction.

While the actual exchange in this example could be lengthy, with the new AI Chat Analysis feature, a chat summary would immediately be available to the agent and supervisor to quickly allow all parties to see in just a few sentences that the customer was disappointed with the onboarding experience, if an appropriate response was offered by the agent, and that action was needed to follow up with promised information.

These AI-powered advancements will not only save customer service personnel time, but also will provide insights to better understand the customer experience. This feature is available for all GoTo Contact Center customers to enable in any language supported by ChatGPT.

What’s on the horizon for GoTo:

Our momentum with new AI capabilities will not stop there. New, AI-powered self-service features for GoTo Resolve are currently in beta and expected to be rolled out to customers this fall. 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.

These AI-powered innovations are just some of what GoTo is working on. With the right approach, AI can be a valuable asset to businesses, 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.

Related Posts

  • GoTo enhances customer engagement and streamlines IT tasks with new ChatGPT integrations

    By Damon Covey
    Read Article
  • What’s new: Powerful analytics and easier workflows to boost customer experiences for GoTo Contact Center

    By Ankita Dasgupta
    Read Article
  • Customer engagement: How to reach your customers where they are

    By Valerie Hulon
    Read Article