GoTo has released what it dubs “First-to-Market” AI-Powered Insights and Issue Resolution for its LogMeIn Resolve, announcing three new features.

“IT professionals are faced with an uphill battle juggling increasingly onerous day-to-day tasks, unexpected fire drills, and growing security scrutiny without the budgets to add resources,”

Joseph George, General Manager of IT at GoTo, said.

“Resolve’s AI-driven capabilities directly address these pressures. These new features capitalize on the breadth of functionality in Resolve to give SMBs and MSPs the tools they need to make better decisions, gain insights faster, predict potential issues, and ensure more efficient use of their existing resources.”

The new features, Virtual Technician, Command Center, and Dynamic Insights, aim to streamline workflows, resolve issues faster, and eliminate inefficiencies.

Breaking Down the Announcements

Aimed at IT management for small and midsize businesses and managed service providers, LogMeIn Resolve enables IT teams to shift from reactive to proactive without needing to hire additional agents to handle the increased volume and complexity of demands.

This is because the Virtual Technician aids repetitive and time-consuming IT tasks such as software configuration and VPN troubleshooting.

Users can use simple, natural language prompts to generate guided, step-by-step workflows that are simple to review, approve, and execute.

Equally, Virtual Technician learns from prior support operations to automatically turn reactive responses into proactive automations, further saving time bringing the system up to speed.

Teams can even generate workflows during live remote support sessions or as part of everyday maintenance, transforming manual processes and internal documentation into reusable, standardized automations.

“As a small team of agents, the Virtual Technician streamlines repetitive tasks within our company by generating step-by-step guides toward a defined goal, and as experienced technicians, we can review its process, ensuring accuracy while allowing it to execute its predefined steps without deviation,”

David Myers, IT Support Manager at Trycare Dental, said.

The Command Center feature provides a smart dashboard that tackles information overload for IT teams.

It cuts through the noise of multiple device alerts, OS update backlogs, and more to pinpoint the most urgent issues to offer actionable, tailored solutions.

This reduces the reliance on manual triage processes and ensures teams quickly address problems before they escalate.

With Dynamic Insights, IT teams have real-time, actionable data at their fingertips.

It simplifies problem-solving by providing a overview of what’s happening within the IT environment, enabling teams to address potential issues proactively and maintain optimized system performance. Agents can do all this by using natural language queries.

GoTo’s AI Updates on UCaaS

The latest raft of AI updates builds on LogMeIn Resolve’s practical AI capabilities introduced last year, including the GoPilot AI smart assistant, AI-enhanced Knowledge Base and Helpdesk, and Helpline end-user self-service tool.

GoTo’s unified administration center brings together products like GoTo Connect and LogMeIn Resolve, allowing IT leaders to manage users, entitlements, and configurations from a single application.

For GoToConnect users, this development brings new AI-powered technical support to their UCaaS platform’s support infrastructure.



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