GoTo Adds AI Integration

GoTo Adds AI-Powered Integrations to GoTo Connect for Enhanced CRM Connectivity

GoTo has introduced advanced AI-driven integrations between its GoTo Connect platform and major CRM systems to deliver seamless connectivity and improve customer experience (CX) across various channels.

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GoTo Connect’s newly integrated CRM platforms include Salesforce, HubSpot, Zoho, ServiceNow, MS Dynamics, Freshdesk, Zendesk, and more, enabling businesses to manage customer interactions more effectively.

Enhanced Customer Relationship Management

Olga Lagunova, Chief Product and Technology Officer at GoTo, emphasized the impact of these integrations on customer relationships:
“Working across multiple systems can be inefficient and time-consuming, detracting from valuable customer service time. Our new GoTo Connect integrations enhance how businesses interact with customers by centralizing workflows within the platform,” Lagunova noted. “Our AI capabilities, like call summaries and recordings stored directly in CRMs, empower teams to work smarter within their preferred tools.”

New AI-Driven Features

With this update, GoTo Connect automatically generates and stores AI-based call summaries and transcriptions within CRM contact records. This streamlined process gives teams faster access to comprehensive customer profiles, reducing manual tasks and increasing efficiency. The system also stores call and message details automatically in the CRM, maintaining a full history of interactions to support a seamless customer journey.

A recent Zendesk study cited by GoTo revealed that over 70% of customers are frustrated by needing to repeat information to different service agents. GoTo Connect addresses this by providing agents with a unified view of customer data and current conversations, helping reduce silos and improve service quality.

Streamlined Workflows and Insights

Beyond call summaries, GoTo Connect’s integration offers screen pop-ups displaying customer details for agents, contact syncing, click-to-call features, call and messaging logs, and voicemail transcriptions. These features help teams respond more promptly and accurately to customer inquiries.

Expanding on GoTo Connect CX

In related news, GoTo recently launched GoTo Connect CX, combining its virtual phone system with AI-powered tools to create enhanced, efficient CX solutions for businesses of all sizes, while reducing operational costs.

The new integrations and GoTo Connect CX are now available to all GoTo Connect customers, reflecting GoTo’s commitment to unifying customer service tools for a better, more connected experience.