The GoPilot interface offers you the following features of convenience:

• Resizeable, draggable elements: Both the GoPilot avatar and the chat window can be customized to your needs, and they will remember their position until you sign in next time.
• Streaming responses: Instead of waiting until the full response is available and displayed, GoPilot streams the response in real-time, so that you can already start reading while the response is still being generated.
• Thumbs up/down feedback: You can indicate your satisfaction with a response by clicking the thumbs icon next to the respective response. This helps us improving the responses in the long run.
• Suggestions and action buttons: For certain responses, GoPilot offers additional links and actions to help you complete your job or get more information on the issue at hand.

A systematic device check in GoPilot that collects and analyzes the most relevant information regarding device health, such as resource utilization and Windows update status. GoPilot provides recommendations on how to resolve potential issues Agents can diagnose end-user devices even during a support session.

How does it work in the Console?

In the Console, select a computer on the Devices page. Once you are on the device management page, open GoPilot, type your question into the input field, and click the Send icon. To get a report on device health, you can ask something similar to the following:

• Diagnose this device
• What’s up with this device?
• Check this device!
• Are there any issues with this device?

GoPilot returns a color-coded report that lets you take action based on the severity of the findings:

• Red means you should probably take action right away
• Yellow items are not pressing issues, you can take action in due course
• Green means all good

Use the provided links to navigate to the corresponding page of the Console such as Windows updates, Endpoint Protection, or the Devices page to take action.

How does it work in a support session?

You can either click on the speech bubble over the GoPilot icon, or you can click the suggestion in the GoPilot chat interface (or type a similar prompt as above).

While you can simply filter for tickets on the Helpdesk page, GoPilot helps you find tickets from anywhere in the Console. More importantly, you can use your own words to search for a set of tickets. The following are some examples of what you can ask:

• "How many tickets are urgent?" - This is helpful for agents to prioritize their daily work.
• "Which tickets haven’t been touched for more than a day?" - When you are required to comply with a Service Lever Agreement (SLA), you can list those tickets that have not been updated for a certain period of time.
• "Which tickets are unassigned and overdue?" - A great way to see overdue tickets that no one has started actively working on.
• "How many tickets have the category Hardware?" - When agents specialize on a specific Helpdesk service category, they can list those tickets that are relevant only to them.

Here's what you can see when asking about tickets that were updated between June 30 and July 1. Notice that GoPilot automatically assumes that you are asking about the current year.

• In-message suggestions for ticket links are limited to three tickets, ordered by "Last updated" date
• You cannot ask anything that involves calculation or comparison
• Tags are not yet supported as a search criterion

Similar to global search at the top of the page, agents can ask anything that can be found at our support site, such as "How do I enable clipboard sync in Remote Sessions". GoPilot will analyze all articles, summarize the most relevant ones, and will respond with step-by-step instructions, similar to our support articles. This saves you the effort of switching to another browser tab and searching for the same information there.

For example, you can ask the bot about how to create an alert policy. Since the AI pre-filters and summarizes content before returning the result, it provides a concise answer that you can see below.

Not sure how to phrase your question in English? GoPilot knows all commonly and some uncommonly used languages of the world. If you find it easier to ask a question in your native language, you can most certainly do so while chatting with GoPilot. You can even switch between languages during your conversation.

For people who are in a hurry or find it difficult to type, GoPilot offers voice recognition as an alternative communication method. For these occasions, GoPilot offers voice recognition, which allows you to use your device's microphone and turns your speech into text.

When you use voice recognition for the first time, your browser asks you to grant access to your microphone.

Select Allow to make sure you can use this feature.

To use voice recognition, select the microphone icon in the bottom-right corner of the GoPilot widget. When you're done asking a question, select the microphone icon again.

Take a screenshot during a remote support session and ask GoPilot what it sees. Agents often need additional information on error messages or want to translate the content of the screen. GoPilot provides agents with a powerful analytical tool in remote sessions, so they don‘t need to search the web or ask colleagues about unknown items on the end-user screen.

You can also narrow down your question by saying what exactly you are interested in.

When helping end-users in a remote session, you don’t want to lose focus and miss out on details by taking notes. GoPilot can take screenshots during remote sessions that are translated into a note for the agent and then the AI summarizes these notes at the end of the session. GoPilot essentially automates note-taking so that agents are not distracted from their jobs during a support session. Agents can save substantial time by letting the AI do the manual work on their behalf.

See Creating a LogMeIn Resolve ticket from an email

You can install Endpoint Protection on one or more devices by asking GoPilot to do so. All you need to know is the nickname (ID) of the device. GoPilot will create a task that you can run from the chat window.

Similarly, you can ask GoPilot to run a virus scan on devices. GoPilot will create an action that navigates you to the Take antivirus action page in LogMeIn Resolve and pre-selects the Quick scan action. Before running the virus scan, you can change the selected action to Full scan if that better meets your needs.

Besides installing Endpoint Protection, GoPilot can perform the following antivirus tasks for you:

• Run a quick or full antivirus scan
• Enable or disable the firewall
• Update virus definitions
• Enable real-time protection
• Retrieve scan results

You can prompt GoPilot to run antivirus tasks on a single device, on all devices, on a type of devices - such as servers -, or on devices in a specific health condition. Whether you are working in the Console or participating in a remote control session, when prompted, the AI will answer your call. Here are a few sample instructions to ask GoPilot for help:

The AI can help you identify those devices that are missing Windows updates and you can install such patches. Similar to our antivirus solution, you can ask the AI to limit your search to a device type, such as servers, or to a specific device. When you have many Windows devices, you can even install only critical updates. To do so, you can first prompt GoPilot to "show devices with critical updates missing". After displaying the list, you can ask the AI to "install updates on these devices". GoPilot will understand that you are looking to install critical Windows patches to only a subset of your devices.

GoPilot prepares an action that guides you to the Windows update installer page. Here you can double-check which updates are going to be installed on your devices and decide whether you want to schedule the installation.

If you are less familiar with scripting and find it hard to create a perfect script, or the AI generates one that does not meet your expectations, you can ask GoPilot to help you explain, improve, and even run a security audit on the script. During script creation, at the bottom of the page select Explain script to get a step-by-step explanation of the script or Audit security to see what potential risks you take by running it.

For more information, see Use Artificial Intelligence to write Remote Execution scripts