Customers expect more than just quick solutions; they demand experiences that feel tailored to their unique needs. Delivering exceptional customer service has evolved into a key differentiator for businesses across industries, especially as customer loyalty is increasingly tied to the quality of interactions they receive.
The rise of digital platforms, social media, and instant communication channels has amplified these expectations, making personalized, efficient, and insightful service non-negotiable. Companies must not only resolve issues swiftly but also anticipate customer needs and provide proactive support.
To do so, customer-facing teams need intelligent systems that empower them to deliver this level of service consistently. Without these resources, businesses risk falling behind competitors and alienating customers, whose patience for impersonal or slow service is dwindling.
Why is AI becoming critical to businesses?
Companies have always tried to improve productivity while minimizing costs. Making that a reality in today’s world of AI has never been more achievable. Here’s the proof:
- AI can improve agent productivity by up to 30%, allowing them to handle more customers and provide better service.
- Nearly 25% of businesses say they experience cost reduction by implementing AI.
- Research shows that AI software increases CSAT by 20%.
Introducing AI for GoTo Connect: The future of AI-enhanced customer service, today.
The future of customer service is no longer about simply responding to customer queries. It’s about providing a seamless, tailored experience that anticipates needs and resolves issues faster. AI for GoTo Connect elevates customer-facing teams with intelligent automation and insights that reduce manual tasks, improve operational efficiency, and enhance customer interactions with more personalized, streamlined experiences.
Let’s explore how GoTo’s suite of AI tools can empower customer-facing teams and set them up to deliver first-class, personalized experiences.
AI-powered admin assistance
Admin GoPilot takes the complexity out of managing a communications platform by providing smart, AI-powered support directly within GoTo’s admin interface. For admins, it offers speedy, smart responses to any question. This ensures they can easily access support resources, demo videos, and more—all without extensive searches or manual input.
Admins benefit from Admin GoPilot’s integrated chatbot, which offers deep links and smart navigation. This allows for quick discovery of the tools and resources needed to streamline operations and increase self-service capabilities. With Admin GoPilot, admins can boost their own efficiency, freeing up more time to focus on enhancing the customer experience.
By putting more knowledge and control into the hands of admins, Admin GoPilot helps businesses ensure that their systems are optimized, reducing downtime and operational bottlenecks.
Enhancing efficiency with AI Meeting Summaries
In customer service, meetings are often a critical part of internal collaboration and decision-making. However, they can be time-consuming and difficult to keep track of, especially when it comes to capturing essential insights and action items. AI Meeting Summary feature automatically generates meeting recaps, saving teams from having to rely on manual notetaking.
This not only reduces the amount of time spent capturing discussions but ensures that follow-ups are prompt and efficient. Whether it's in GoTo Connect, GoTo Meeting, or GoTo Webinar, AI Meeting Summary makes it easy to generate actionable insights post-meeting, so teams can stay aligned and focused on delivering high-quality customer service.
Fast, accurate AI Call Summaries
Phone calls remain one of the most common customer communication methods. However, sifting through long call transcripts can slow down decision-making processes. With AI Call Summary, users can quickly condense lengthy transcripts into concise summaries.
By instantly providing a high-level overview of key points from calls, this feature allows team members to make informed decisions without having to listen to recordings or read full transcripts. This boosts workflow efficiency, allowing teams to focus more on delivering exceptional service and less on administrative tasks.
AI Call Summary is available as part of the Reporting & Analytics Add-on for Contact Center.
Understanding customer sentiment with AI Chat Analysis
In today’s digital world, customer interactions span multiple channels, including chat. With AI Chat Analysis, businesses can quickly assess customer sentiment, allowing teams to respond more effectively during interactions. This AI-powered tool assigns sentiment ratings and generates chat summaries, drastically cutting analysis time.
By turning data into actionable insights, AI Chat Analysis enables businesses to see trends, address problem areas, and improve overall customer satisfaction. In addition, it helps identify high-performing agents who consistently generate positive experiences, while also highlighting opportunities for coaching and improvement.
As part of GoTo Connect Contact Center, AI Chat Analysis helps customer-facing teams deliver more thoughtful and personalized service with each interaction.
Modernize contact center operations and enhance customer satisfaction
GoTo Contact Center’s AI optimization add-on improves agent productivity, empowers supervisors to take action on calls in real time, and informs contact center leaders with actionable insights into customer sentiment and trending topics.
- Harness the power of AI to elevate productivity and quality management by receiving instant post-call summarization and call notes, reducing wrap-up time and average handling time (AHT), and enabling agents to give total focus during interactions.
- Proactively boost customer satisfaction with instant alerts for negative sentiments, empowering supervisors to intervene seamlessly to enhance the overall conversation. This helps maintain customer loyalty and achieve first-contact resolution (FCR).
- Master the complexities of the customer experience through historical intent and sentiment trending, unlocking valuable insights for continuous customer satisfaction (CSAT) improvement.
- Strive for service excellence by proactively managing discussed topics during voice calls, enabling supervisors to track specific topics, and addressing customer needs more effectively with topic flag detection.
AI Call Transcriptions for enhanced productivity
Call transcriptions have become an essential tool in modern customer service, providing a reliable record of interactions that can be used for compliance, training, and performance evaluation. The AI Call Transcriptions feature ensures that accurate, reliable transcripts are always at your team’s fingertips.
Rather than spending valuable time manually taking notes or reviewing full call recordings, teams can quickly skim through transcriptions to identify important points and action items. This not only enhances productivity but also makes it easier for customer service teams to refer to previous interactions, ensuring continuity and better service quality.
Faster, more tailored responses with AI Messaging Assistant
Customers today expect fast, personalized answers to their queries. AI Messaging Assistant improves response times by providing response suggestions to incoming messages based on previous interactions and keywords. By enabling teams to focus on creating impactful customer interactions rather than spending time writing messages from scratch, this feature ensures that teams are always ready to engage with customers in a meaningful and timely way.
Further, AI Messaging Assistant also allows customer-facing teams to generate better SMS marketing content faster by using AI to automatically create content based on basic information. Teams can choose between different campaign types, tones, and calls to action, ensuring that messages are perfectly tailored to the audience being addressed.
AI-voiced professional greetings for a consistent customer experience
Consistency is key to delivering a seamless customer experience. With Text-to-Speech Sound Clips, businesses can create professional greetings using AI-voiced text-to-speech capabilities. This feature allows businesses to choose from a variety of languages and voices that best suit their brand.
Whether setting up a new system or updating existing audio libraries, businesses can easily edit or add sound clips to ensure that their customer interactions start on the right note. This simple yet powerful feature helps maintain a professional and cohesive brand presence across all customer touchpoints.
Streamlined self-service with AI Employee
The future of customer service lies in self-service solutions, and the AI Employee feature delivers just that. By using generative AI, AI Employee effortlessly connects customers to the right agent the first time, enhancing productivity, reducing call duration, and delivering a seamless, satisfaction-boosting experience in every interaction.
By reducing the need for transfers and allowing customers to solve issues faster, AI Employee minimizes frustration and boosts overall satisfaction. This feature also enables businesses to cut costs by relying on self-service solutions, allowing human agents to focus on more complex interactions that require a personal touch.
Empowering customer-facing teams for the future
As customer expectations evolve, businesses need tools that empower their teams to stay ahead. GoTo’s suite of AI-powered features are designed to enhance productivity, streamline operations, and deliver more personalized, efficient service. By leveraging AI for everything from call summaries and chat analysis to meeting recaps and smart routing, AI for GoTo Connect ensures that customer-facing teams are always equipped to provide the highest level of service.
With AI for GoTo Connect, businesses can future-proof their customer service operations and set the stage for more impactful customer interactions. Whether you’re looking to improve response times, enhance agent performance, or boost customer satisfaction, AI for GoTo Connect is the key to empowering your team for the future of personalized service.
Ready to transform with AI?