GoTo Introduces New AI, Translation, and Security Innovations to Streamline Enterprise IT and ......
GoTo, the leader in cloud
communications and IT, announced new AI, security, and translation features for
LogMeIn Rescue. The new offerings give enterprises next-generation tools to
transform how they deliver support, improve average handle time, safeguard
sensitive data, and seamlessly bridge language barriers for global employees
and customers.
“With our latest AI, security, and
translation innovations in LogMeIn Rescue, we are redefining how enterprises
and Global System Integrators provide IT and customer support,” said Joseph
George, General Manager of IT at GoTo. “By integrating advanced AI-driven
automation and diagnostics, enhanced security protections, and real-time
translation capabilities into LogMeIn Rescue, we are empowering support teams
to not only work smarter and faster but also to deliver exceptional service
with confidence and precision – no matter where their teams and customers are
located. Ultimately, we are evolving Rescue from a tool for experts to one that
learns from experts and delivers expertise right out of the box.”
Increase Technician Productivity and
Boost First-Call Resolution with AI and Automated Workflows
Rescue’s new AI capabilities automate
routine tasks and adds analytics insights to minimize average issue handling
time and improve first-call resolution rates for support teams. The AI-powered
features automatically generate comprehensive session notes, analyze device
performance to flag anomalies, and provide recommended actions to agents during
support sessions based on analysis of the end user’s screen. This significantly
reduces manual effort and streamlines troubleshooting and compliance, ensuring
faster and more reliable resolutions for employees and customers and minimizing
post-call administrative tasks.
"As organizations grapple with
expanding remits and increasing workloads, AI is becoming a vital tool to help
teams work more efficiently and strategically. By automating repetitive tasks
and providing intelligent insights, AI enables teams to focus on higher-value
initiatives, making better use of their time and resources,” said Phil Hocmuth,
Research VP, Endpoint Management and Enterprise Mobility at IDC. “As demand for
these capabilities grows, more companies are looking to technology providers to
deliver AI-driven solutions that are easy to deploy and adopt – ensuring that
businesses can quickly leverage AI’s benefits without adding complexity to
their operations."
Safeguard Networks and Endpoint
Devices with Enhanced Security
The new security features build on
LogMeIn Rescue’s already robust security offerings to provide layered,
comprehensive protection against threats from unauthorized access, phishing,
fraud, and accidental misuse. Additional Device- and IP-based access
restrictions limit support sessions to only pre-approved devices and IP addresses,
while PIN code safeguards limit where generated PIN codes can be entered during
sessions and immediately reject codes generated outside of a customer’s Rescue
account. The features work seamlessly together to create a frictionless,
automated solution that simplifies security for IT teams and fosters trust with
customers in an age of growing cybersecurity risks.
Break Language Barriers with
Real-Time Translation Support
Finally, the new translation features
empower teams to provide effective IT and customer support from anywhere, in
any language. With real-time translation for both live chats and any text
displayed on remote desktops, agents can easily assist end users across
different languages without delays or jumping between the support session and
third-party translation tools. Real-time translation allows teams to expand
their reach, reduce escalations, and deliver world-class support to a more
diverse customer base. It also saves businesses significant overhead by
eliminating the need to hire support staff for specific regions or languages.
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