GoTo boosts automotive platform with AI & Tekion link

GoTo has added new AI-based features, a deeper integration with dealer software provider Tekion, and a real-time reporting update to its GoTo Connect for Automotive product.

GoTo Connect for Automotive sits within the company's wider cloud communications portfolio. The latest update introduces AI Receptionist and extends links with Tekion's Automotive Retail Cloud. GoTo also said it has added new reporting tools that provide real-time insights.

The company positions the product as a communications platform for franchised and independent dealers. GoTo said the new functions cover teams across sales and aftersales operations, including the showroom and service department.

AI Receptionist

GoTo said AI Receptionist handles call overflow at dealerships. It also includes automated scheduling features.

GoTo framed the addition around missed calls and pressure on service teams during busy periods. The company said dealerships often struggle to staff phone lines consistently during peaks.

"The [AI Receptionist] is a tool that once you implement, you won't know how you lived without. We have always struggled with the issue of no matter how many employees we have answering the phones, there are always missed calls," said Michaela Hill, Communications Manager, Rick Hill Imports.

"This tool helps us catch any overflow and take a huge load off our Service Advisors so they can better focus on the people standing in front of them. GoTo Connect has been our provider for many years for all things phone and meeting, so they were the obvious choice when entering the realm of AI assistance," said Hill.

Tekion Link

GoTo said it has enhanced its integration with Tekion. Tekion sells the Automotive Retail Cloud platform, known as ARC.

GoTo said the integration allows dealership staff to make calls and send text messages from within ARC. It said this approach reduces the need to switch between tools during customer communications.

The company also outlined changes to call routing and call handling. GoTo said dealerships can use CRM data to route incoming calls to specific staff members. It said the system can identify callers before employees answer.

GoTo described dynamic call routing rules based on time of day, caller intent and call source. It said these settings reduce call transfers and shorten resolution times.

Reporting Tools

GoTo said it has added real-time reporting. It also described AI that analyses customer interactions and flags certain calls.

The company said its tools generate alerts when it identifies "high-risk or high-intent calls" based on sentiment, keywords, or call signals. It said dealership leaders can use these notifications to respond to issues raised during calls.

GoTo also tied reporting to marketing attribution. It said the platform tracks inbound calls and links them to marketing campaigns and channels.

GoTo highlighted Number Reputation as part of the wider update. The company said the feature protects dealership phone numbers from being flagged as spam or fraud. It said the aim is to increase the likelihood that customers answer outbound calls.

Dealer Consolidation

GoTo said the product consolidates multiple tools into a single platform for automotive retailers. It presented the changes as part of a broader effort to cover voice, messaging, analytics and call management in one system.

One focus sits on the business development centre function found at many dealer groups. GoTo said its product includes Business Development Centre, or BDC, functionality alongside AI tools.

GoTo operates a portfolio that includes GoTo Connect and legacy LogMeIn products. The company said it has about USD $1 billion in annual revenue and 2,500 employees across North America, South America, Europe, Asia, and Australia.

"With GoTo Connect for Automotive, dealerships can simplify and consolidate their tech stack and focus on what matters- connecting with customers and growing their business. Supercharged by AI and advanced Business Development Centre (BDC) functionality, every team member is empowered with a complete view of the customer journey for faster, more personalised service," said Damon Covey, General Manager of UCC, GoTo.

"GoTo Connect for Automotive makes it easier for dealerships to turn every customer interaction into a sales or service opportunity, all without added complexity or cost," said Covey.