GoTo Connect AI Optimisation

GoTo Connect’s AI Optimisation is an add-on license for customers using GoTo Contact Center, designed to enhance customer service with advanced AI-powered features. This upgrade automates routine tasks, analyses customer interactions, and provides real-time insights, helping agents work more efficiently while improving customer satisfaction. By reducing manual workload and offering actionable data, AI Optimisation allows contact centres to deliver faster, smarter, and more personalised support.

There are four key features provided with the AI Optimisation license:

1. Interaction Summaries

AI-generated post-call summaries and notes reduce wrap-up time and average handling time (AHT), allowing agents to focus on subsequent interactions.

2. Sentiment & Topic Detection

The system analyses customer interactions to detect sentiment and topics, providing insights into customer emotions and recurring issues. This information helps identify areas for improvement and enhances overall customer satisfaction (CSAT).

3. Supervisor Recovery

Real-time alerts for negative sentiments enable supervisors to intervene promptly, improving the chances of first contact resolution (FCR) and maintaining customer loyalty.

4. Topic Flag Detection

Automated detection of specific topics during calls allows supervisors to monitor and analyse discussions, ensuring script adherence and proactive issue resolution.

These AI-powered features collectively aim to boost agent productivity, enhance quality management, and elevate the overall customer experience within contact centres. Let’s have a look at each of these in a bit more detail. 

AI Optimisation Licensing

To access AI Optimisation, you need the AI Optimisation add-on license. This add-on is available to customers using GoTo Contact Center.

The AI Optimisation add-on is an additional cost on top of the standard GoTo Contact Center subscription. To access and use these advanced AI features, you must have the following:

1. GoTo Contact Center subscription.
2. AI Optimisation add-on license, which can be purchased separately. It is a system-wide license and not per agent.

Interaction Summaries

Interaction Summaries is a powerful AI-driven feature that streamlines contact centre operations by automatically generating post-call summaries and notes. This innovative functionality eliminates the need for manual note-taking, allowing agents to focus on delivering exceptional customer service rather than administrative tasks.

By leveraging AI, Interaction Summaries enhance both productivity and quality management in contact centres. The feature ensures that every customer interaction is documented concisely and accurately, providing key details such as call topics, resolutions, and next steps. Supervisors and agents can quickly review summaries to gain valuable insights, identify trends, and make data-driven decisions to optimise performance.

Additionally, Interaction Summaries improve workflow efficiency by reducing average handling time (AHT) and agent wrap-up time. With instant access to structured call data, teams can maintain a consistent and informed approach to customer interactions, ultimately leading to higher customer satisfaction and improved service delivery.

Key Benefits:

• Increased Agent Productivity: By automating the summarization process, agents can swiftly transition to subsequent customer interactions, reducing wrap-up time and average handling time (AHT).
• Enhanced Visibility: These summaries provide valuable insights into customer interactions, ensuring that agents and supervisors are informed about previous calls, which aids in delivering consistent and informed support.

Accessing Interaction Summaries:

To utilise this feature, navigate to the Interaction Overview within the GoTo Connect platform:

• Sign In: Access your GoTo desktop or web application.
• Navigate to Analytics: Select ‘Analytics’ from the left-hand navigation menu.
• Access Interaction Overview: Depending on your plan:
  • Contact Center Complete: Go to the ‘Queue Caller’ board, locate the ‘Queue caller — summary’ table, select a specific date, and then choose the desired call to view its interaction details.
  • Call Reports: Access the ‘Call Reports’ board, find the ‘Call reports — summary’ table, select the relevant date, user, or phone number, and then choose the specific call to review its interaction details.

Within the Interaction Overview, you can:

• Playback Recordings: Listen to call recordings directly.
• Review Summaries: View AI-generated summaries, including key details such as start time, end time, call duration, outcome, agent involvement, and associated tags.
• Analyse Call Journeys: Examine the complete call journey from start to finish, providing insights into the customer experience.

By leveraging Interaction Summaries, contact centres can streamline operations, improve agent efficiency, and enhance the overall customer experience.

Sentiment & Topic Detection

Sentiment & Topic Detection is an AI-powered feature designed to give contact centres deeper insights into customer interactions. By analysing conversations in real time, it detects customer sentiment—whether positive, neutral, or negative—and identifies key topics discussed during calls. This helps agents and supervisors understand customer emotions, track common issues, and proactively improve service. With instant visibility into trends and customer concerns, businesses can refine their approach, enhance agent training, and deliver a more personalised and effective customer experience.

Key Features:

• Real-Time Sentiment Analysis: The system evaluates customer sentiment during live interactions, allowing supervisors to monitor emotions and intervene when necessary to enhance the customer experience. 
• Topic Detection: Automatically identifies and tracks topics discussed during calls, providing valuable insights into recurring issues and customer needs. This helps in refining processes and addressing common pain points. 
• Historical Trending: By analysing historical data, the feature uncovers trends in customer sentiment and topics over time, aiding in continuous improvement of customer satisfaction (CSAT).

Accessing Sentiment and Topic Detection

To access Sentiment and Topic Detection features within the GoTo Connect app, follow these steps:

1. Log In to the GoTo App:
   • Open the GoTo desktop or web application and sign in with your administrator credentials.
2. Navigate to Analytics:
3. In the left-hand navigation pane, click on Analytics.
4. Access the Queue Caller Board:

1. Within Analytics, select the Queue caller board.
2. Here, you’ll find interactive charts displaying Overall sentiment and Most mentioned topics, offering insights into customer interactions.

Supervisor Recovery

 Supervisor Recovery leverages new AI-powered tools embedded directly into the supervisor’s dashboard within the Softphone application. This integration enables real-time sentiment detection during customer interactions, automatically flagging calls with negative sentiment. Supervisors are instantly alerted, allowing them to step in, provide guidance, or intervene as needed to de-escalate situations. With these advanced AI features, supervisors can efficiently monitor and manage customer interactions, ensuring first-contact resolution (FCR) and improving overall customer satisfaction.

Key features:

Real-Time Sentiment Detection: As calls are in progress, the AI continuously analyses the sentiment of the customer’s tone and words, categorising the sentiment as positive, neutral, or negative.

Flagging Negative Sentiment: When the system detects negative sentiment—such as frustration, confusion, or dissatisfaction—it automatically flags the call for supervisor attention.

Immediate Alerts to Supervisors: Supervisors receive real-time alerts about flagged calls, prompting them to join the conversation or monitor the situation closely.

Intervention for Recovery: Supervisors can either listen in, take over the call, or offer live coaching to the agent via a separate channel (e.g., chat or whisper mode). This intervention helps to de-escalate tense situations and guide agents in resolving customer issues effectively.

Improved Resolution and Customer Experience: By stepping in at the right moment, supervisors can improve first-contact resolution (FCR) and ensure that customer concerns are addressed promptly, leading to a better overall customer experience.

This proactive intervention helps to reduce escalations, boost agent confidence, and maintain high levels of customer satisfaction.

Topic Flag Detection

Topic Flag Detection is an AI-powered feature that automatically identifies key topics and keywords during customer interactions. As calls progress, the system analyses the conversation in real-time, detecting predefined topics such as product inquiries, billing questions, or technical issues. When a specific topic is mentioned, it is flagged for review, allowing supervisors to monitor and ensure that agents are adhering to scripts, policies, and best practices. This feature helps improve quality assurance, track recurring issues, and ensure that agents provide accurate and consistent responses. Additionally, it provides valuable insights into customer concerns, allowing businesses to proactively address common topics and enhance the overall customer experience.

Key Features:

Real-Time Topic Detection – Automatically identifies and flags key topics and keywords mentioned during customer calls, such as product inquiries, billing issues, or technical support requests.

Customisable Topic Categories – Allows businesses to set up custom topic categories based on their specific needs, ensuring that the most relevant topics for their operations are flagged and tracked.

Proactive Quality Assurance – Helps supervisors monitor compliance with scripts, policies, and procedures by flagging important topics. This ensures agents are delivering accurate and consistent responses.

Automated Alerts and Notifications – Supervisors are instantly alerted when flagged topics arise, enabling them to intervene and provide coaching or guidance to agents in real time.

Comprehensive Reporting and Analytics – Provides detailed reports on flagged topics, helping businesses identify trends, common customer concerns, and areas for improvement.

How to access:

1. Log Into the Admin Portal
   • Sign in to your GoTo Connect admin portal using your administrator credentials.
2. Navigate to Contact Center Features
3. In the admin dashboard, go to the Contact Center section. From there, you can access and configure Flag Detection settings.
4. Configure Topic Categories

1. Set up the predefined or custom topics that you want to flag during customer interactions. You can customise these to fit your business needs, such as product categories, billing, or support issues.
2. Identify if the system is monitoring for the flagged words spoken by the agent, the caller or either.
3. Select what Action is to be taken if one of the flagged words is identified
4. Monitor and Review Flagged Topics
5. Once configured, you can monitor flagged topics in real time during live calls through the Supervisor Dashboard within the Softphone application. Supervisors will receive notifications when specific topics are mentioned, allowing them to intervene or guide agents as needed.
6. Access Reporting
7. After calls, you can access detailed reports and analytics on flagged topics. These reports help track recurring issues, analyse trends, and refine agent performance and training.

By following these steps, you can easily set up and access Topic Flag Detection, improving the monitoring and quality control of customer interactions.