GoTo has announced a sweeping range of new features for GoTo Resolve and Connect, including AI and security enhancements, to address the needs of the evolving digital workplace.
The series of almost 60 new features is part of GoTo’s tri-annual release showcase of product innovations to enable business productivity and growth for customers for GoTo Resolve, GoTo Connect and LogMeIn Rescue.
These include improved security and compliance capabilities for customers’ critical IT management tools, better integrated and more navigable workflows, AI-powered and automated tasks, and more effective ways to serve customers on any device.
Damon Covey, Chief Product Officer at GoTo, commented:
At GoTo, our focus is always on making things easier for our customers. Our latest product updates, integrations, and AI innovations are all part of our ongoing mission to lessen the workload for IT, enhance security, and increase productivity to give them back time to focus on what really matters.”
The New Features in Detail
Among the new security and compliance features are application capabilities in GoTo Resolve, which ensure third-party applications on managed devices are updated. The recently announced GoTo Resolve Asset Management protects businesses by tracking, monitoring, and overseeing their inventory of IT hardware assets to boost productivity, identify devices and users, and maintain proper compliance.
GoTo Resolve also now integrates with Logitech for CollabOS to offer remote access for video conferencing hardware. Additionally, GoTo Resolve has introduced an updated dashboard for real-time visibility into critical device monitoring and helpdesk metrics and the functionality to personalise email addresses for helpdesk service. Several updates to GoTo Connect improve collaboration and customer experience through remote control meetings and shared inbox assignment visibility.
Multiple AI-powered features are also being added across GoTo’s products, including automating repetitive tasks to save time. GoTo Resolve Helpline, for example, offers end users an extra channel for support and produces AI-powered troubleshooting tips while they wait for an agent.
AI Chat Analysis for GoTo Connect analyses customer satisfaction and develops succinct summaries, producing a greater understanding of customer interactions. GoTo Connect SMS call flow integrates SMS messaging into communication flow with a drag and drop to streamline connecting with customers.
Later in 2023, GoTo plans on releasing an AI assistant for GoTo Resolve that will assess device health and offer insights for follow-up actions to fix problems, removing multiple manual data collection steps and boosting troubleshooting. Customers will also benefit from an AI-powered GoTo Contact Center solution that provides topic and sentiment analysis, interaction summaries, and real-time conversation recovery that is time-efficient and productive.
GoTo’s AI Assistants’ Story So Far
The AI enhancements to GoTo Resolve and Connect were initially revealed earlier this year.
GoTo enhanced its UCC and IT segments in March by announcing it had integrated OpenAI’s ChatGPT into GoTo Customer Engagement and GoTo Resolve — albeit it was in early availability at that stage while its official release is later this year, as mentioned above.
GoTo revealed an early look at its beta ChatGPT message assistant for its new GoTo Customer Engagement solution. The update sought to aid message writing and campaign creation to improve the speed of response to customers and save time for employees.
GoTo’s ChatGPT integration with GoTo Resolve was also announced in March, with the company believing this would ease the creation and administration of IT automation scripts to boost productivity.
GoTo Customer Engagement was released in February to combine GoTo Connect and its customer communications tools.
