GoTo launches unified AI customer experience platform
GoTo released GoTo Connect CX Complete on Thursday, a customer experience platform that consolidates phone systems, messaging, chat, and support tools into a single application. The product targets small and midsized businesses managing customer interactions across multiple disconnected systems.
The platform handles conversations through phone, text, web chat, WhatsApp, and webinars. It includes an AI Receptionist that answers and routes calls around the clock, plus voice analytics that assess conversations at scale.
What the product addresses
Growing businesses typically face a choice: rely on basic phone services or assemble separate tools from multiple vendors. Both approaches create friction. Staff learn different interfaces. Managers lose visibility across channels. Customer context gets lost between systems.
CX Complete connects interactions so employees work with shared information. A voice call, text exchange, or chat sits in the same system rather than across different applications.
How the AI works
The system automates routine tasks while routing complex issues to staff. Intelligent routing, dial plans, and AI-assisted call handling are available to any employee handling customer interactions, not just dedicated support teams.
This approach lets smaller businesses improve service consistency without managing multiple specialist tools or their associated costs.
Market context
Eighty-two percent of employees surveyed globally said they want AI customer support tools, according to a GoTo-cited study. The finding reflects broader adoption of AI in customer-facing work.
Software providers increasingly embed customer service functions into general business communications products rather than limiting them to contact center specialists. For smaller operations, consolidation reduces training burden and operational overhead.
Customer examples
James Glass, Customer Relations Director at Salt Lake Express, said the platform gave his team visibility into call metrics previously unavailable. "Now, we can use that data to improve both employee performance and customer satisfaction," he said.
Robert Copeland, Director of Strategic Initiatives at Versitech LLC, described how unified tools and analytics helped his team scale. "The AI tools and analytics help us coach our teams and deliver a seamless experience for customers across every channel," he said.
About GoTo
GoTo, headquartered in Boston, reported annual revenue of approximately $1 billion and employs around 2,500 people across North America, South America, Europe, Asia, and Australia. Its product portfolio includes GoTo Connect, LogMeIn Resolve, and LogMeIn Rescue.
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