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.
These features work in tandem to enhance security without adding overbearing friction in the process.
Perhaps the most expansive feature, new translation capabilities empower teams to provide effective IT and customer support from anywhere, in any language.
With real-time translation for both live chats and any text displayed on remote desktops, agents can easily assist end users across different languages without delays or jumping between the support session and third-party translation tools.
This opens up the tool for companies with a global footprint, allowing IT teams to serve employees of the same company but in different languages.
It also eliminates the need to hire support staff for specific regions or languages.
GoTo’s LogMeIn Expansion
Whether it is due to its belief that hybrid work will persist or just an effort to upgrade its offering, GoTo has been taking a keen interest lately in its LogMeIn suite of products, particularly in the area of AI.
In December 2024, GoTo added a swathe of new AI-powered management and productivity features to its LogMeIn Rescue solutions, including refined device management and simplified workflows.
Equally, last month GoTo announced what it dubbed the “first-to-market” AI-powered insights and issue resolution for its LogMeIn Resolve by introducing three new features.
