GoTo launches unified AI customer experience platform

GoTo has launched GoTo Connect CX Complete, a customer experience platform that combines its communication and support tools in a single system.

The product targets small and midsized businesses looking for one platform to manage customer interactions.

It combines GoTo's phone system with customer experience tools for interactions across phone, text, web chat, WhatsApp and webinars. It also includes an AI Receptionist to answer and route conversations around the clock, along with voice analytics that assess conversations at scale.

The launch is aimed at a common challenge for growing businesses: relying on basic telephony services or stitching together separate systems from multiple suppliers. By bringing those functions together, managers can gain broader visibility into customer exchanges while reducing operational complexity.

The release comes as businesses show growing interest in using artificial intelligence in customer support. GoTo cited a global survey in which 82% of employees said they want AI customer support tools.

Single platform

CX Complete is positioned as a system that extends customer service tools beyond the traditional contact centre model. It is designed so any employee handling a customer interaction can use intelligent routing, dial plans and AI-assisted call handling.

That reflects a broader shift among software providers to embed customer service functions into general business communications products rather than limit them to specialist support teams. For smaller businesses, the appeal often lies in reducing the number of separate products staff must learn and manage.

The platform connects customer interactions across channels so employees can work with shared context. In practice, voice, messaging and chat exchanges sit within the same system rather than across different tools.

GoTo, headquartered in Boston, reported annual revenue of about USD $1 billion and has around 2,500 employees across North America, South America, Europe, Asia and Australia. Its product portfolio includes GoTo Connect, LogMeIn Resolve and LogMeIn Rescue.

Customer feedback

Two customers cited by GoTo described how analytics and unified communications tools had affected their operations.

"Before GoTo Connect, we didn't have the tools to track call times or identify outliers," said James Glass, Customer Relations Director, Salt Lake Express. "Now, we can use that data to improve both employee performance and customer satisfaction."

"GoTo Connect has allowed us to unify and optimise as we've scaled," said Robert Copeland, Director of Strategic Initiatives, Versitech LLC. "The AI tools and analytics help us coach our teams and deliver a seamless experience for customers across every channel."

AI support

The software is designed to automate routine work while leaving more complex interactions to staff. GoTo argued that this approach could help smaller businesses improve consistency in customer service without taking on the cost and management burden of multiple specialist tools.

Damon Covey, General Manager of UCC at GoTo, outlined the company's view of the market.

"SMBs don't want to assemble and manage a patchwork of tools to deliver great customer experiences," said Damon Covey, General Manager of UCC, GoTo. "GoTo Connect CX Complete unifies phone, messaging, webinars, and additional CX capabilities along with built-in AI into one platform where every interaction is connected. The AI works alongside employees, handling the busywork, surfacing insights, and providing real-time guidance, so people can focus on delivering empathetic, high-quality customer experiences without the enterprise overhead."