On April 8th, GoTo hosted an insightful webinar, "AI Transforming How We Connect with Customers," featuring Gina Whitty, Director of Product Management, and Joe Walsh, VP of Product Marketing. If you couldn’t join us live, don’t worry—we’ve got you covered with this recap of all the key learnings and an on-demand recording here.
Key Insights Covered
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AI's Expanding Role in Business
The session began with a big-picture perspective on how AI is impacting businesses today. Joe shared recent research from Metrigy, revealing some compelling statistics:
- 80% of companies believe AI will improve performance within the next year.
- 70% of businesses using AI deploy it to enhance customer interactions.
Joe underscored that, while AI adoption is still in its early stages for many organizations, getting started creates a competitive advantage. He emphasized that integrating AI doesn’t need to be complex, expensive, or resource intensive. Today’s tools, powered by generative AI, make implementing AI solutions accessible for businesses of all sizes.
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Improving the Customer Experience with AI
The heart of the webinar focused on using AI to revolutionize the customer experience. Gina and Joe noted that customer satisfaction scores in the U.S. are at a decade low, mainly because businesses struggle to meet high customer expectations. AI offers a path forward by addressing this widening gap.
Key benefits of AI in customer experience include:
- Higher Customer Satisfaction (CSAT): Businesses using AI report CSAT score improvements of up to 20%.
- Productivity Boosts: A 30% improvement in agent productivity gives employees more time to tackle complex customer issues.
- Cost Reduction: Companies implementing AI across their customer experience strategy see average cost savings of 25%.
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Practical AI in Action
GoTo’s philosophy for AI is rooted in “Practical AI”— solutions designed for immediate adoption without prohibitive costs or complexities. Gina highlighted three pillars of GoTo’s approach to empowering businesses with AI:
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Productivity:
AI automates repetitive, time-consuming tasks so employees can focus on big-picture strategies. For example:
- AI-generated call summaries seamlessly integrate into CRMs, eliminating the need for manual data entry.
- Post-call analytics accelerate follow-ups and provide supervisors with consistent, actionable insights.
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Insights:
Raw data doesn’t help much unless it’s refined into actionable insights. AI can:
- Identify pain points through topic detection and sentiment analysis in real time.
- Highlight emerging issues sooner, helping businesses address them before they impact operations.
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Assistance:
AI-powered self-service tools enable customers to find answers without needing to reach an agent. Meanwhile, these solutions make complex customer queries easier for employees to handle.
For example, our new AI Receptionist highlighted during the webinar not only answers simple customer questions, such as store hours or inventory inquiries, but also routes more complex issues to the right staff. The bonus? Our AI virtual receptionist works 24/7, ensuring no call is missed.
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Productivity:
Real-World Demos
To demonstrate the power of AI, Gina and Joe walked attendees through live demos, such as:
- AI Receptionist: How businesses can automate inbound calls to answer common questions, deflect calls, and ensure customers are always attended to.
- Quality Management Tools: AI speeds up post-call evaluations, scoring every call for consistency and reducing bias in assessments.
- Real-Time Sentiment Analysis: Supervisors can track customer sentiment during live calls, helping them intervene when needed and improve first-call resolution rates.
These tools aren't futuristic tech; they’re available now and can be set up in as little as one day.
What’s Next for AI at GoTo?
Wrapping up the webinar, Gina shared updates on GoTo’s roadmap. Upcoming innovations focus on extending AI’s reach and capabilities, including:
- Enhanced AI Receptionist capabilities, such as integration with CRM platforms and automated tasks like scheduling.
- More robust tools for topic detection and analysis, increasing oversight of customer interactions.
- Continued efforts to ensure transparency, trust, and data security in all AI applications.
Take the First Step with Practical AI
Gina and Joe concluded the event with encouragement for attendees to start their AI journeys. If AI feels intimidating, the GoTo team is here to help. Whether it’s enhancing customer service or optimizing workflows, GoTo’s solutions make AI approachable, affordable, and impactful.
If you missed the session or want to learn more, it’s not too late to explore how AI can transform your business. Explore how GoTo’s Practical AI solutions can boost productivity, streamline workflows, and improve customer experiences.
