GoTo has upgraded its portfolio with a swathe of new AI features and over 60 product updates.
These AI-powered innovations and offerings provide businesses of all sizes with enhanced intelligence, insights, and automation capabilities and include AI-powered post-meeting summaries, AI screen translation and AI optimisation.
Meanwhile, the new product updates feature an Attendant Console for GoTo Connect, an intelligent chat assistant, and new integrations, including an upgraded integration of Microsoft Teams and GoTo Connect.
“GoTo prides itself on creating innovative solutions to real-world problems,” said Olga Lagunova, Chief Product and Technology Officer at GoTo.
We’re thrilled to again deliver on our promise of making IT and business communications effortless and exceptional with the announcement of new cutting-edge AI innovations and more than 60 new capabilities. These significant enhancements empower businesses and employees to excel with new AI-powered features, build customer trust, create advocates, and enhance team performance.”
The New AI Features and Product Updates in Detail
AI Screen Translation, integrated into LogMeIn Rescue, rapidly identifies and translates text displayed on the user’s screen into the agent’s chosen language. This enables agents to assist users globally, reduces support expenses, and enhances the overall support encounter.
AI Meeting Summary delivers concise meeting overviews for GoTo Meeting, including actionable next steps, enabling hosts to focus on post-meeting productivity.
Embedded within the GoTo Connect interface, GoPilot Admin simplifies finding solutions to setup inquiries, accessing support materials, and viewing demonstration videos. This enhances the decision-making process for IT teams, ensuring they are better informed and streamlining their operational tasks.
GoTo Contact Center’s AI optimisation add-on boosts agent productivity with AI-generated interaction summaries. It enables supervisors to take real-time action on calls and provides insights into customer sentiment and trending topics for informed decision-making.
Product updates include the Attendant Console for GoTo Connect, which offers a centralised interface displaying caller ID, call status, and queues, with features like call hold, forwarding, parking, and directory services. It enables operators to efficiently route customers to the appropriate individuals and departments, particularly in high call volume scenarios.
Enhanced integrations with Microsoft Teams in GoTo Connect offer user-friendly admin controls and top-rated support. In Rescue, agents can create, start, and share support sessions with end users directly within Teams, streamlining the support process.
GoTo also revealed eye-catching new integrations, including CRM tools such as Salesforce, Zendesk, HubSpot and Zoho. Meanwhile, GoTo Contact Center now features an automated conversational chat assistant designed to engage customers through interactive, predefined conversational flows, enhancing customer engagement and support experiences.
Finally, new reporting and analytics options for GoTo Connect consolidate the entire customer journey and interaction data into a single, intuitive dashboard, providing comprehensive insights for better decision-making and performance evaluation.
GoTo’s 2024 So Far
In January, former CFO Rich Veldran replaced Paddy Srinivasan as CEO with the remit of overseeing the company’s finances while implementing its growth strategy. Srinivasan was GoTo CEO for almost ten years before leaving to become the CEO of Digital Ocean.
Veldran assumed the role of CFO at GoTo more than three years ago, playing a pivotal role in advancing the company’s mission of simplifying IT. With a career spanning over 30 years, his experience includes leadership roles in strategy, finance, and operations at renowned companies such as Dun & Bradstreet, ADP, and Procter & Gamble.
Last month, the company announced the launch of a debt exchange offer after raising $100 million in fresh capital.
GoTo announced the closure of a debt exchange, attracting $100 million in investments from select lenders, showcasing their trust in the company. Additionally, all revolving lenders agreed unanimously to extend GoTo’s $250 million revolving credit facility by over two years, strengthening the company’s liquidity position.
In February, GoTo also launched GoPilot, an AI assistant for its Resolve platform, to enhance and simplify IT management.
GoPilot is touted as the inaugural AI assistant for comprehensive IT management and support. It offers a holistic endpoint overview, automates diagnostics, aids in issue resolution, and learns to address potential disruptions preemptively. Leveraging advanced data, text, and visual processing models enhances the solution’s functionalities.
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