October 02, 2023

AI Chat Analysis, an AI-powered sentiment analysis and chat summary function inside GoTo Connect’s Contact Center is game changing, Podcast

11 minutes

As chats take their place beside voice exchanges, in the contact center, GoTo has rolled out products to help companies communicate with their customers on the platforms and methods those customers want to use. In August, GoTo launched AI Chat Analysis, an AI-powered sentiment analysis and chat summary function within GoTo Connect’s Contact Center. This new optional feature expands the level of data-driven insights available to customer service supervisors and analysts, resulting in a better understanding of customer interactions.

On this episode of the Telecom Reseller Podcast, Doug Green speaks with Damon Covey, SVP and Head of Product at GoTo, the company making IT easy, anywhere, with remote management and support, and business communication software, unified with one admin solution. The two discuss the benefits of AI technologies in enabling customer success in the UC and IT industries. Covey also speaks to how GoTo is leveraging AI across its product suite and what is on the horizon for the company as it continues to tap the benefits of AI to help businesses get their work done more efficiently and increase their productivity.

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