GoTo has announced another raft of updates to its LogMeIn suite of products with new AI, security, and translation features for LogMeIn Rescue.
“With our latest AI, security, and translation innovations in LogMeIn Rescue, we are redefining how enterprises and Global System Integrators provide IT and customer support,”
Joseph George, General Manager of IT at GoTo, said.
The new offerings aim to provide additional tools to improve how IT teams deliver support and maintain security.
LogMeIn Rescue Feature Updates
Aiming to reduce average handle time, Rescue’s new AI capabilities automate routine tasks and add analytics insights to minimize average issue handling time and improve first-call resolution rates for support teams.
"As organizations grapple with expanding remits and increasing workloads, AI is becoming a vital tool to help teams work more efficiently and strategically. By automating repetitive tasks and providing intelligent insights, AI enables teams to focus on higher-value initiatives, making better use of their time and resources,”
Phil Hocmuth, Research VP, Endpoint Management and Enterprise Mobility at IDC, said.
The AI-powered features automatically generate comprehensive session notes, analyze device performance to flag anomalies, and provide recommended actions to agents during support sessions based on analysis of the end user’s screen.
This reduces the manual effort of IT teams from having to run manual checks and streamlines troubleshooting and compliance, ensuring faster and more reliable resolutions for employees and customers while minimizing post-call administrative tasks.
The new security features in LogMeIn Rescue aim to augment protection against threats from unauthorized access, phishing, fraud, and accidental misuse.
With additional device- and IP-based access restrictions, this ensures support sessions are only undertaken with pre-approved devices and IP addresses, reducing entry points for bad actors.
Equally, the introduction of PIN code safeguards limits where generated PIN codes can be entered during sessions and immediately rejects codes generated outside of a customer’s Rescue account.
