GoTo, a cloud communications and IT provider, has added artificial intelligence, security, and translation features to LogMeIn Rescue.
Rescue's new AI capabilities automate routine tasks and add analytics insights to minimize average issue handling time and improve first-call resolution rates for support teams. The AI-powered features automatically generate comprehensive session notes, analyze device performance to flag anomalies, and provide recommended actions to agents during support sessions based on analysis of end users' screens.
The new security features provide layered, comprehensive protection against threats from unauthorized access, phishing, fraud, and accidental misuse. Additional device- and IP-based access restrictions limit support sessions to only pre-approved devices and IP addresses, while PIN code safeguards limit where generated PIN codes can be entered during sessions and immediately reject codes generated outside of customers' Rescue accounts.
With the new real-time translation features for both live chats and text displayed on remote desktops, agents can assist end users across languages without delays or jumping between the support session and third-party translation tools.
"With our latest AI, security, and translation innovations in LogMeIn Rescue, we are redefining how enterprises and global system integrators provide IT and customer support," said Joseph George, general manager of IT at GoTo, in a statement. "By integrating advanced AI-driven automation and diagnostics, enhanced security protections, and real-time translation capabilities into LogMeIn Rescue, we are empowering support teams to not only work smarter and faster but also to deliver exceptional service with confidence and precision no matter where their teams and customers are located. Ultimately, we are evolving Rescue from a tool for experts to one that learns from experts and delivers expertise right out of the box."