Review frequently asked questions on GoPilot, an AI-powered assistant designed to help support agents with tasks and workflows.

What is GoPilot?

GoPilot is an AI-powered assistant that can perform tasks for you and answer questions about your devices and infrastructure in LogMeIn Resolve. It leverages Foundation Models to analyze complex data sets and provide highly relevant results.

Who is GoPilot for?

GoPilot is designed to assist support agents with a paid LogMeIn Resolve license who want to save time and improve their day-to-day workflows drastically. By having access to your device data, combined with the potential of AI, you can accomplish many tasks by asking GoPilot in your own words.

For example, instead of navigating to the devices page, filtering for a specific location, and then manually looking at the table to get an overview of the health status of those devices, you could just say: "How's the health of all Denver machines?" Since GoPilot is constantly screening your environment, it would provide you with a concise overview, along with critical findings and suggestions for next steps.

What about other AI features?

Apart from GoPilot, we introduced several non-conversational AI features in LogMeIn Resolve that can also help agents get things done faster and easier. For example to generate scripts, get troubleshooting assistance as an end-user, and use AI to summarize and generate content. We will continuously add more AI capabilities to LogMeIn Resolve to help you make your workflows more efficient and automate repetitive tasks wherever possible.

Why do we use AI in Resolve?

AI is the latest and most significant technological shift in our time and will impact virtually any industry and market in the years to come. At GoTo, instead of just reacting to issues and extinguishing fires, we want to use AI-powered automation and detection to reduce ticket volumes, system outages, and enhance end-user satisfaction. AI can increase agent productivity, allowing for more focus on real value generators, such as customer relationship management and growth activities, as well as structural improvements for systems and processes. Finally, AI can enable companies to be more competitive and profitable, and agents will have higher job happiness as repetitive tasks will be automated.

What AI are we using?

GoPilot uses different OpenAI models, depending on the specific feature in LogMeIn Resolve. For the chat assistant, screenshot analysis, and session summaries, we use OpenAI's GPT-4o model. Other features that require less AI power use GPT3.5 Turbo 16K.

For some other AI features, we use Microsoft Azure ML, which in turn uses the OpenAI platform in the same way. For users, there should be no difference in the AI experience.

Is GoPilot generally available?

Yes.

Are you training on my data?

You can decide whether you want to allow GoTo to use your data for AI training purposes and thus enhance your LogMeIn Resolve experience. Customers can opt out in GoTo Admin, so that no data will be used for model training.

For the existing AI features in LogMeIn Resolve, such as GoPilot Assistant, Session Notes, and Script Generation, we are partnering with OpenAI directly and indirectly through Microsoft Azure ML. However, neither of those companies is allowed to use customer data for training. For more information on our data processing policy with these AI vendors, visit GoTo's AI Terms.

What about legal and data processing?

For this AI service, we are partnering with OpenAI. However, OpenAI is not allowed to use customer data for training. The data handling with these AI vendors is documented in GoTo's AI Terms. If you don't actively chat with GoPilot, no data will be sent to any 3rd party AI service, and neither LogMeIn Resolve nor GoPilot itself will collect or store any data other than what is covered in our general terms of service. Always keep in mind that you should never send any sensitive, confidential, or PII data to GoPilot or any other application.

What can I opt out of?

At GoTo, we are committed to transparency and privacy. We offer customers the option to opt out if they do not wish to have their data used for training purposes. While opting out is a choice, it is essential to understand that AI plays a crucial role in improving our services and driving efficiency in LogMeIn Resolve. We also take measures to reduce and anonymize training data wherever possible, applying state-of-the-art technology.

Our contracts with third-party AI providers ensure that your data cannot be used for training purposes on their end so 'opting out' has no impact on those providers.

What data does GoTo capture?

GoPilot conversations are deleted after 30 days. We store these data in our protected Cloud datacenters worldwide for global accounts and only in the European Union for EU accounts. The conversations may be enriched with metadata, such device IDs, IP addresses, and so on. This helps us improve the customer experience and also facilitate troubleshooting and root cause analysis. Please note that third party AI providers, such as OpenAI, are not allowed to train on your data and will only process your data for the fulfillment of their contractual obligations towards GoTo.

Are you GDPR compliant?

Yes. LogMeIn Resolve has been GDPR compliant long before we started introducing AI features, and we will continue on this path. We will only store data that is necessary to provide our services, and we have auto-deletion mechanisms in place that are in line with GDPR.

However, keep in mind that you should never send any sensitive, confidential, or PII data to GoPilot or any other third party application.

What is our AI vision?

We want to enable our users to automate the majority of repetitive tasks, while providing real-time suggestions and relevant insights to create an overall augmented Agent experience. We will also reduce the need for manual support sessions that take up a lot of time for both agents and end-users. By leveraging AI, we want to reinforce LogMeIn Resolve's All-in-One platform approach and pave the road to a new era for IT Support and Management.

Are there any limitations to using GoPilot?

As this is a beta feature, the following limitations apply:

• You may experience long waiting times
• You may get no responses from GoPilot
• Responses are not always 100% reproducible
• GoPilot - just as any AI - sometimes hallucinates, or provides inaccurate responses

Are there any plans for future improvements?

We will add more diagnostics and remediation capabilities, as well as productivity enhancements along the ITSM lifecycle. GoPilot will be able to interact more and more with LogMeIn Resolve and many features will be accessible through natural language input. We will also facilitate and enhance the end-user experience with AI, and provide more advanced AI capabilities to provide customers with everything they need to keep their infrastructure in great shape.

What if I can't use voice recognition and nothing gets transcribed?

Make sure your microphone is not muted.