GoTo has introduced AI Quality Management for its GoTo Connect Contact Center, leveraging GenAI to automate agent evaluation
GoTo has launched AI Quality Management for its GoTo Connect Contact Center, using GenAI to automate agent performance evaluations, optimize training, and improve customer interactions. This AI-driven approach replaces traditional manual call reviews, allowing businesses to assess 100% of inbound queue calls in real time and provide instant, data-driven insights to managers.
Contact centers often struggle with inefficient performance assessments, as manual call reviews are time-consuming and only cover a small sample of interactions. GoTo’s GenAI eliminates this bottleneck by continuously analyzing calls, detecting patterns, and highlighting areas that need attention. The AI system scores interactions based on key performance indicators, ensuring fair, unbiased evaluations. Supervisors receive automated reports that pinpoint training opportunities, allowing them to focus on coaching and strategy rather than manual assessments.
AI Quality Management also enhances customer experience by ensuring consistent service quality across all agents. The system detects recurring service issues, identifies top-performing employees, and helps businesses standardize high-quality interactions. The automation of quality assurance allows managers to intervene proactively, offering real-time feedback and personalized coaching based on AI-generated insights. By streamlining these processes, GoTo’s AI solution not only improves agent efficiency but also contributes to higher customer satisfaction (CSAT) scores and reduced churn rates.
Businesses using GoTo’s AI-driven system have reported significant improvements in customer service performance. Web-Don Inc., for example, saw a 50% increase in agent effectiveness by incorporating AI-powered analysis into their training programs. As AI continues to advance, GoTo’s solution represents a shift towards intelligent, data-driven quality management, ensuring contact centers operate more efficiently while delivering superior customer experiences.