GoTo has rolled out AI Chat Analysis, an AI-powered sentiment analysis and chat summary function within GoTo Connect’s Contact Centre.
This new optional feature will expand the level of data-driven insight available to customer service supervisors and analysts, resulting in a better understanding of customer interactions.
Following each customer conversation, a positive, negative, or neutral sentiment analysis score will be given, providing insight into the customer's emotions within interactions. Additionally, a summary of the customer conversation is generated using AI, enabling supervisors to identify challenges or coaching opportunities for agents without needing to read the entire conversation.
Damon Covey, Head of Product, GoTo said, “in a year when innovation and AI seem to go hand in hand, businesses continue to navigate how they, too, can take full advantage of the increased efficiencies AI can provide. Within the broad area of AI, Large Language Models (LLMs) like OpenAI’s ChatGPT have played an outsized role in changing the game for businesses across almost any industry, offering 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.”