GoTo is enhancing its UCC and IT segments by integrating OpenAI’s ChatGPT into its GoTo Customer Engagement and GoTo Resolve products.
The business communications software provider, GoTo, has launched an early availability look at its beta ChatGPT message assistant for its new GoTo Customer Engagement solution. The update will aid message writing and campaign creation to increase the speed of response to customers and save time for employees.
GoTo is also planning to integrate a ChatGPT integration in beta to its IT management and support solution, GoTo Resolve. The company believes this will ease the creation and running of IT automation scripts to increase employee productivity.
Damon Covey, SVP, Head of Product at GoTo, said: “Doing more with less seems to be the phrase of 2023. Businesses are faced with fewer resources to handle more complex challenges, and struggle with how to best utilize their most important asset – their people.
“At the same time, you can’t skim through the news without hearing about AI, bots, machine learning, and now ChatGPT, a language model created by OpenAI that is able to respond to user prompts and answer questions using human language in near real-time.
“While the robots were once seen as a threat to human jobs, this new AI is instead quickly becoming a huge boon to helping human employees get more done in less time.
GoTo Customer Engagement was released last month to combine GoTo Connect and its customer communications tools.
The AI message assistant not only helps employees by quickly creating message suggestions, but it also provides responses to customer messages based on the message history keywords.
Campaign creation can be a time-consuming operation, according to GoTo, particularly without a clear starting point. Its ChatGPT integration can ease the process by creating tailored messages for SMS campaigns, according to the campaign’s objective, audience, and call to action.
The result is employees will be able to devote more of their time to customer interactions which are better suited to human contact.
ChatGPT summarised the benefits it can provide to the UCC (unified communications and collaboration) and IT Support, which also reflect GoTo’s own views. The AI technology listed streamlining communication, enhancing customer service, improving collaboration, and enhancing productivity, as areas in which it can provide support.
ChatGPT in Unified Communications
GoTo is not the first and, it is safe to say, it won’t be the last to integrate ChatGPT into its solutions.
ChatGPT has already demonstrated it is widely applicable across multiple industries and sectors. Stripe is using ChatGPT to combat fraud, Morgan Stanley is applying it to help structure its wealth management data, Duolingo is implementing it to explain mistakes to language learners, and Microsoft integrated ChatGPT into Bing. Google has already released a competitor to ChatGPT, called ‘Bard’, providing further integration opportunities for companies around the world.
The unified communications sector is also quickly making itself a home to the AI chatbot.
Earlier this month, Slack announced that it will incorporate ChatGPT to provide its users with conversation summaries, research tools, and writing assistance.
In a CRM world-first, Salesforce has deployed ‘Einstein GPT’ to create personalised content, be open and extensible, and integrate with OpenAI.
The UC and contact centre solutions provider, 8×8, also added OpenAI’s Whisper model to its ‘XCaaS’ (eXperience Communications as a Service) platform.
