In a significant development for business communications, GoTo has launched a cutting-edge artificial intelligence (AI) tool designed to revolutionize sentiment analysis and chat summarization.

This innovative tool, known as AI Chat Analysis, is set to transform customer interaction insights by delivering sentiment analysis scores for each conversation within the GoTo Connect contact center. Furthermore, it offers AI-generated summaries of customer dialogues, allowing businesses to identify potential challenges and uncover coaching opportunities for their customer service teams.

In addition to this, GoTo has revealed that AI-driven self-service features for its IT management platform, GoTo Resolve, are currently undergoing beta testing. These features are expected to be rolled out to customers within the next three months, providing users with enhanced capabilities to troubleshoot and resolve IT issues through natural language processing.

Damon Covey, GoTo's head of product, stated: “In the expansive realm of AI, large language models such as OpenAI’s ChatGPT have significantly altered the landscape for businesses across various sectors, offering time-saving solutions and unprecedented levels of understanding. These AI-powered innovations will not only streamline the workload for customer service teams but also deliver valuable insights to enhance the overall customer experience.”