MetriNote – GoTo Adds AI-Powered Quality Management for Contact Center

Author: Layne Haaksma, Senior Research Analyst What's the news?February 25, 2025 -  GoTo announced the addition of a generative AI-powered quality management tool, called AI Quality Management, to its GoTo Connect Contact Center platform. With the addition of this core workforce engagement management (WEM) offering to its contact center suite, GoTo promises a simplified agent coaching and training experience and improved customer service with the use of generative AI reporting and analytics. AI Quality Management will evaluate and analyze all inbound calls in real time and turn that analysis into actionable feedback. When used effectively, other potential benefits are time savings, faster problem resolution, higher CSAT scores, bias elimination through quality data, and more.