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ChatGPT Integration Enhances GoTo Customer Engagement

By Greg Tavarez March 14, 2023

Remember a time when an oft-discussed topic was about robots being a threat to humans? Well, the script has changed due to ChatGPT, a language model created by OpenAI. ChatGPT helps businesses’ employees with various tasks such as research, scheduling and data analysis, time management and increasing productivity.

ChatGPT also helps to disseminate knowledge and information across an organization, and it can be used to provide customer service support, answering frequently asked questions and resolving issues quickly and efficiently.

It is important to note that ChatGPT is not a substitute for human employees. But why not take the skills, creativity and critical thinking humans bring to the workplace and find ways to combine it with the tool?

GoTo, a company making IT management, support and business communication easy, is answering this question with a new message assistant beta, powered by OpenAI’s ChatGPT, in its GoTo Customer Engagement product – to help human employees get more done in less time.

GoTo Customer Engagement brings together GoTo Connect’s phone system and customer communication tools, analytics and the digital channels customers need to reach a larger audience and grow their business, all within a shared unified inbox.

The purpose of the ChatGPT integration is to help write messages and respond to replies with just a few clicks.  

The example used by GoTo and Damon Covey, Senior Vice President, Head of Product at GoTo, is campaign creation. As most know, creating campaigns is time-consuming and challenging. Usually, the hardest part is figuring out where to start. But with this ChatGPT integration, the process is simplified; users can create effective SMS campaigns by generating messages tailored to the campaign’s objective, target audience and desired call to action.

The AI-enabled message assistant can also suggest responses to incoming messages based on the customer's previous interactions and keywords. This not only allows teams to respond faster to customer inquiries, but also saves time that can be put back into focusing on more impactful areas of the business (and customer interactions that are best created and facilitated by humans).

And the integration of valuable time-saving AI enhancements doesn’t stop with GoTo’s UCC products. GoTo also plans to grant beta access to ChatGPT integration for GoTo Resolve, an all-in-one IT management and support solution, to make creating and running IT automation scripts across a fleet of devices easier. GoTo also plans to integrate ChatGPT into more of its products.

Yeah, the potential is there for ChatGPT and similar tools to help the UCC and IT support space streamline communications, enhance customer service, improve collaboration and enhance productivity. It is up to organizations to figure out ways to combine these tools with the skills brought by human employees. 

Edited by Alex Passett
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CustomerZone360 Editor

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