NEWS31 August 2023

GoTo launches AI chat analysis tool


US – Business communications firm GoTo has created an artificial intelligence (AI) powered sentiment analysis and chat summary tool.


The tool, called AI Chat Analysis, will provide insight on customer interactions, with sentiment analysis scores provided for each customer conversation within GoTo Connect’s contact centre.

A summary of the customer conversation will also be generated using AI, allowing users to identify challenges or coaching opportunities for staff handling customer interactions.

The company added that AI-powered self-service features for its IT management system GoTo Resolve are currently in beta mode and are expected to be rolled out to customers in the next three months.

The new capabilities will help users to troubleshoot and find answers to IT questions using natural language.

Damon Covey, head of product at GoTo, said: “Within the broad area of AI, large language models 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.

“These AI-powered advancements will not only save customer service personnel time, but also will provide insights to improve the customer experience.”