GoTo, a trailblazer in communication solutions, has introduced a groundbreaking feature named AI Chat Analysis within its Contact Center platform, enhancing the realm of customer service with advanced AI capabilities. This innovative add-on promises to reshape the way customer service supervisors and analysts understand and interact with customer inquiries.
With the AI Chat Analysis, after each customer interaction, an AI-powered sentiment analysis categorizes the conversation’s tone as positive, negative, or neutral. This enables a deep dive into the emotional aspect of customer interactions, providing invaluable insights into their experiences.
Additionally, the AI generates a concise summary of the conversation, sparing supervisors the tedious task of reading through entire interactions. This summary offers an efficient means of identifying challenges and coaching opportunities for agents, thereby enhancing the quality of service provided.
Damon Covey, Head of Product at GoTo, emphasized the significance of AI in the evolving business landscape. “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,” Covey said. “Large Language Models (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 ever seen before.”
GoTo’s commitment to AI-driven progress doesn’t stop here. Earlier this year, GoTo introduced optional AI functionality in GoTo Connect and GoTo Resolve, both powered by OpenAI-based technology. The company is eager to announce its next phase of growth, with new AI-powered self-service features for GoTo Resolve currently in beta testing. These features will empower users to troubleshoot IT issues and seek answers using natural language, eliminating the need to connect with support agents.
Covey added, “These AI-powered advancements will not only save customer service personnel time but also provide insights to improve the customer experience. Our aim is always to help businesses get their work done more efficiently and increase their productivity.”
As GoTo continues to explore and integrate evolving AI technologies, the company remains dedicated to enhancing its products to provide unparalleled efficiency and support to businesses. The future of customer service is evolving, and GoTo is at the forefront of this transformation, leveraging AI to reshape the customer service landscape.