In today’s fast-paced business environment, companies face numerous challenges when it comes to supporting their customers, employees, and partners. While AI can seem complicated and beyond the reach of many businesses’ capabilities, at GoTo, simply put, we leverage practical AI to help our customers solve their biggest challenges, drive productivity and efficiency and ensure they can focus on what truly matters—supporting their employees and customers and growing their business.
As we consider how AI will change our lives, we’ve established “AI tenets” to guide us in building and implementing AI solutions that deliver real, measurable value. These tenets allow us to focus our innovation efforts and resources on finding ways to leverage AI within our products to build capabilities that help our customers, which, in turn, helps them better serve their customers.
Tenet 1: AI Must Solve Business Challenges
GoTo’s AI capabilities are designed to address the most pressing issues in business communications and IT management. These capabilities allow employees to personalize their communications so businesses can offer better experiences to their customers and standardize processes to achieve optimal outcomes. Our AI capabilities also offload menial or repetitive tasks, provide insights and guidance when supporting customers and employees, flags critical areas for IT intervention, and automates the resolution.
Tenet 2: AI Must Be Built With Purpose
At GoTo, we believe that AI should not be used merely as a shiny new object for the sake of AI. Our approach, which we call “Practical AI,” focuses on developing AI capabilities that solve key business problems, but require minimal setup and are accessible by anyone, with no need to be tech-savvy. We work closely with our customers to understand their needs and build AI solutions that provide immediate, tangible benefits.
Tenet 3: AI Must Be Human-Centric
The success of AI technology hinges on its ease of use. GoTo designs AI with the human user in mind. By utilizing generative AI and thoughtfully designing user experiences, our products empower users to get value from AI effortlessly and effectively without needing to be technology experts.
Tenet 4: AI Must Be Transparent and Put the User In Control
Trust in AI technology is built on understanding and control. GoTo ensures that our customers have full visibility into what AI is doing and why. We take responsibility for educating our customers on how our AI capabilities work, including its limitations. This transparency is crucial for fostering trust and encouraging the broader adoption of AI solutions.
Tenet 5: AI Must Prioritize Privacy and Security
In an era where data privacy and security are paramount, GoTo prioritizes the responsible handling of customer data used and generated by AI. We understand that businesses and consumers are cautious about how their data is collected and used. As a provider of AI solutions, we have an ethical and legal obligation to be transparent and trustworthy in our data practices.
So how does this all come to life? Over the last few years, GoTo has dedicated about 20% of our research and development efforts to AI-powered product functionality. We strive for every engineer, product manager and designer at GoTo to be a skilled AI practitioner, bringing practical AI experiences to our products. GoTo internal AI-focused Hackathons enable all our employees to fuel our AI innovation. We’ve made great strides in delivering on the AI capabilities our customers need and want and are committed to continuing to drive innovation forward. Here’s a quick look at what we’ve rolled out this year.
For GoTo Connect, our business communications software, we have built AI capabilities to increase worker productivity, deliver actionable insights and data, and augment existing employees and agents to improve their experience. These capabilities drive efficiency for businesses, help to solve staffing challenges and the rising cost of labor, and make it easier for human workers to focus on the bigger picture and more strategic work without getting bogged down by daily tasks. Benefits of the recent GoTo Connect AI updates include:
- Increased worker productivity: GoTo Connect offers AI call and meeting summaries and transcriptions, text-to-speech sound clips, AI message assistant, and fast, AI-powered support built directly into the GoTo Admin interface.
- Actionable insights and data: Businesses can now make smart decisions using AI interaction summaries, chat analysis, supervisor recovery, sentiment & topic detection, topic flags, and agent performance, ensuring they are well informed when it comes to the needs of their customers.
- AI Employees: GoTo Connect is embarking on a revolutionary journey to deliver a range of AI employees that will augment human workers with highly capable, enjoyable to use virtual employee experiences. It starts with our AI Receptionist that will help businesses offer 24x7 availability at the front desk, answer simple questions, and route calls, and will grow to introduce more sophisticated capabilities like AI Contact Center Agents and human Agent Assistants.
On the IT side of our business, both GoTo Resolve and LogMeIn Rescue have introduced a range of AI features designed to optimize IT support and management, improve customer service, and minimize time spent on simple or repetitive tasks. A few highlights from our recent innovations include:
- Personal AI IT assistant: GoPilot for GoTo Resolve is an intelligent AI assistant for end-to-end IT support and management, enabling teams to use simple, conversational language prompts to streamline device diagnostics, patch management, scripting, and more.
- Real-time screen translation: AI screen translation instantly detects and translates text on an end user’s screen into the agent’s preferred language, allowing teams to provide support worldwide while lowering costs and improving the support experience.
- AI-powered automation: With AI-assisted ticketing and support session summaries, self-healing alerts, automated network health checks, and other routine work handled in the background by AI, IT teams can offload manual tasks to focus on the high-priority work that matters most.
While we’re incredibly proud of these AI innovations in 2024, they are only the beginning. As we look to 2025 and beyond, our efforts around practical AI are not slowing down. In fact, it’s quite the opposite. GoTo’s commitment to continued investment in practical AI ensures that our solutions are not only innovative but also purposeful and user-friendly. By focusing on real business challenges, designing with the human user in mind, and prioritizing transparency and data security, we are committed to helping our customers harness the power of AI to drive their success.
