GoTo Launches Connect CX Complete and LogMeIn AI Updates

Cloud communications and IT organization GoTo has announced two new products: the launch of a new AI-powered offering called GoTo Connect CX Complete and a series of new features for its LogMeIn Resolve and LogMeIn Rescue solutions.

These announcements coincide with the company’s publication of its latest industry research on the IT workplace amid the widespread integration of AI. 

GoTo unifies CX tools for SMBs

According to GoTo, Connect CX Complete unifies all of GoTo Connect’s customer experience (CX) capabilities into a single platform. It brings together the company’s phone system, AI-powered CX tools, communication across voice, text, chat, and WhatsApp, and webinars. 

Built for small and midsized businesses (SMBs), GoTo says CX Complete gives organizations everything they need to deliver “exceptional customer experiences.” This includes capabilities such as intelligent call routing and an AI Receptionist for meetings and web chat. 

“SMBs don’t want to assemble and manage a patchwork of tools to deliver great customer experiences,” said Damon Covey, general manager of UCC at 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.” 

Key benefits of GoTo Connect CX Complete include: 

• AI-powered automation: AI Receptionist answers and routes calls around the clock, so businesses never miss a call or opportunity.  
• Actionable insights at scale: AI-powered analytics evaluate 100% of interactions, giving leaders objective visibility into team performance, customer sentiment, and service trends. 
• Consistent experiences across channels: Every voice, text, chat, and WhatsApp interaction is connected on one platform, with shared context, so teams always have the full customer picture. 
• CX empowerment for every employee: Unlike traditional CX solutions, it ensures every customer interaction is backed by intelligent routing, smart dial plans, and AI-powered call handling. 

LogMeIn Resolve adds agentic AI remediation

The cloud communications and IT provider also announced new innovations for its LogMeIn Resolve and LogMeIn Rescue products. In particular, they introduced new capabilities covering agentic AI, real-time insights, and enhanced security capabilities.

READ MORE: GoTo launched the LogMeIn Partner Network in March 2026 to bring more MSPs the incentives and training they need to succeed with the LogMeIn product line.

“This announcement marks a major milestone for our LogMeIn solutions. It isn’t simply about introducing new capabilities, we are fundamentally transforming the relationship between IT teams and AI,” said Joseph George, General Manager of IT Solutions Group at GoTo. 

“As organizations continue to demand more from their IT functions, the teams that will thrive are those that treat AI not as a tool, but as a true strategic partner. With these enhancements, we’re embedding intelligent, purpose-built AI directly into the workflows that IT professionals rely on every day, empowering them to resolve issues faster, make smarter decisions, and elevate their security posture,” George continued.

Rescue expands integrations and branded domains

The improvements revolve around GoTo’s Resolve and Rescue solutions. For Resolve, the company introduced new features, including agentic AI that autonomously identifies, diagnoses, and remedies issues. 

Here’s an overview of the new capabilities:

• Resolution Agent: Streamline issue triage and resolution with a new agent AI-powered capability that interprets user requests and executes fixes with one-click technician approval. 
• Dynamic Device Data Insights: Proactively remediate issues, optimize costs, and accelerate data-driven decisions with real-time device performance metrics.
• Simplified Patching Intelligence: Strengthen fleet health with AI-powered visibility across the patching lifecycle.

Meanwhile, Rescue’s feature updates expanded the solution’s enterprise support capabilities with smarter integrations and real-time contextual intelligence:

• Enhanced Nexthink Integration: Detect, diagnose, and remediate issues by starting Rescue support sessions directly from within Nexthink.
• Customizable Enterprise Domains: Enhance security and brand consistency with dedicated, customer-branded Rescue URLs for .com and .eu web domains.

GoTo research highlights AI overreliance at work

These product announcements coincide with what appears to be a growing ‘AI paradox’ within the IT workplace, as reflected in GoTo’s second annual research report, “The Pulse of Work in 2026: Opportunity, Risk, and Responsibility in an AI-Driven Workplace.”

Surveying 2,500 global employees and IT leaders on AI use and sentiment, the study found that although AI has provided a significant boost to workforce productivity, 50% of employees say they rely too much on the technology, and 30% feel they can’t function without it. 

GoTo says a key reason for this overreliance may be the rising expectation to use AI more in the workplace. It found that 60% of employees reported feeling pressured to use AI tools to boost their productivity. 

Training and guardrails remain key to AI adoption

Despite this, GoTo says a lack of effective training, policies, and guardrails is leading employees to use AI irresponsibly, creating real problems with AI misuse and “workslop.”

“The opportunity in front of us with AI is enormous. Employees are spending an estimated 2.6 hours every day on tasks that AI could handle, and in the U.S. alone, that translates to more than $2.9 trillion in potential efficiency gains to be made annually,” said Rich Veldran, chief executive officer of GoTo. 

“At the same time, 80% of employees admit they aren’t using AI to its full potential, and 69% aren’t very familiar with how it can be practically applied in their role. This is a big opportunity for companies. Organizations need to invest in the right enablement, resources, and guardrails to enable their people to bridge that gap  — and when they do, the productivity and economic impact could be staggering,” Veldran continued.