GoTo has introduced AI Quality Management for its GoTo Connect Contact Centre—the latest tool that leverages generative AI to automate reporting and analysis. This solution transforms how businesses train and coach their customer service teams by delivering instant, actionable insights.
“With AI Quality Management for GoTo Connect Contact Center, businesses can leverage generative AI to transform a once tedious task into an efficient, automated process, empowering businesses to continuously improve the quality of every customer interaction,” says Damon Covey, general manager, UCC at GoTo.
Rather than relying on traditional methods that involve manually reviewing a limited number of calls, AI Quality Management automates evaluating all inbound queue calls within minutes. This consistent and data-driven approach also enables managers to instantly detect patterns, pinpoint areas for improvement, and take proactive steps to enhance customer interactions.
By eliminating the burden of manual call assessments, supervisors can focus on more impactful activities like agent coaching and performance development.
By analysing every customer interaction, the system delivers immediate, data-backed feedback, helping businesses maintain consistent service levels and drive higher customer satisfaction (CSAT) scores. In addition, managers can quickly identify agents who excel, highlight areas where coaching is needed, and create targeted development plans—all without the time-intensive manual effort.
Unbiased performance assessment
Beyond efficiency, this AI-driven tool also builds trust among agents by providing an unbiased, data-driven assessment of their performance. With clearly defined quality standards, employees receive fair and consistent evaluations, leading to better engagement and professional growth.
By integrating AI Quality Management into its Contact Center, GoTo allows businesses to optimise coaching strategies and streamline operations—all with the power of AI.