July 22, 2025 – GOCare Weekly Product Updates
Quick Summary
This article outlines this week's product updates across the GOCare platform. It includes new feature releases, enhancements to existing tools, and resolved issues.
New Features
Topics – GOCare Connect
Automatically analyze and categorize conversations with AI-powered Topics. When enabled in selected inboxes, Topics identify the reasons customers reach out and apply labels directly to conversations. Use these labels to drive automation, streamline routing, and surface real-time trends across your customer base.
Admins can view a full list of detected Topics in workspace settings, rename them, and customize emojis. Topics also power rule-based workflows - such as routing “Cancellation Requests” to a retention specialist. A new Topics report in Analytics helps teams identify pain points, drive product decisions, and reduce manual tagging efforts.
⚠️ Note: Topics currently support email and portal channels only, and are available in English. Additional language and channel support is on the roadmap.
AI Summarize, AI Compose, AI Tagging, AI Translations, and Ask AI – GOCare Connect (Included in current plans)
These foundational AI tools are available in all current GOCare Connect plans at no additional cost. They help with summarizing conversations, composing replies, tagging messages, translating content, and querying your knowledge base.
AI Copilot – GOCare Connect (Paid add-on)
AI Copilot suggests replies based on past conversations, knowledge base content, and external sources. It helps agents respond faster while maintaining accuracy and consistency.
AI Answers – GOCare Connect (Chat Only) (Paid add-on)
This new chatbot step uses your selected knowledge source to generate real-time natural language responses. It reduces repetitive tickets and allows visitors to self-serve.
Smart QA – GOCare Connect (Paid add-on)
Smart QA automates agent quality assurance by scoring conversations using AI across criteria like professionalism, empathy, and tone. It streamlines review processes and helps identify coaching opportunities.
Smart CSAT – GOCare Connect (Paid add-on)
Smart CSAT infers customer satisfaction scores based on sentiment, resolution, and effort - without requiring a manual survey. It’s an AI-powered supplement to standard CSAT.