Investor Relations


LogMeIn Redefines Employee Support with New Product Lineup

Oct 16, 2018

Prompt ai and RescueAssist Help Service Desks Eliminate Employee Support Headaches

BOSTON, Oct. 16, 2018 (GLOBE NEWSWIRE) -- Today, LogMeIn, Inc. (Nasdaq:LOGM) introduced two solutions to its market-leading product portfolio – both designed to revolutionize the employee support process. By making the technology easier, faster and more frictionless than ever before, LogMeIn is removing the need for companies to choose between the requirements of IT and the expectations of employees. The new lineup is focused on eliminating many of the challenges associated with today’s internal support – including cluttered support queues, lengthy resolution times, and multi-step support processes – to create a simpler and superior overall experience for everyone. 

The newest product to join the LogMeIn support solutions family, Prompt ai, makes AI-powered employee self-service accessible to any size organization by delivering an easier, more engaging, and more effective approach that will encourage employee adoption, and free up help desk teams to focus on the situations that need them most. In addition, LogMeIn also introduced RescueAssist, the next-generation of their market-leading remote support solution, GoToAssist. Designed to be a lighter, faster approach to remote support, RescueAssist’s web-based console removes the friction commonly associated with starting a remote session. Together, both products bring the IT Help Desk directly to the employee to offer a much simpler and more efficient support experience. 

“Much of the issue with employee support today revolves around a disconnect between the processes and technologies that work best for employees and the ones that are optimized for IT,” said Roy Atkinson, Senior Analyst, HDI. “Businesses should not have to choose between the two. Emerging technologies like AI-powered self-service are helping to remove some of the challenges associated with IT support. However, when human intervention is required, it’s important that the process is equally as seamless and effortless. As the workforce continues to evolve, organizations will be looking to bring these capabilities closer together in order to make IT support friendlier and more consumable for all employees.”

Introducing Prompt ai
Prompt ai acts as an always-on support partner for employees, delivering instant assistance in the systems they are already working in. Helping both employees and support staff do more, Prompt ai frees up IT teams by taking common, repetitive questions off their plate while empowering employees to quickly remedy issues and get back to their day. 

Where traditional self-service tools require employees to leverage yet another system, Prompt ai brings help directly to the employees to make the experience part of their normal workflow. In addition, Prompt ai is built with natural language processing to ensure it understands the intent of the employee issue no matter how the question is asked -- enabling intelligent, helpful conversations that promote long-term adoption. Features include:

  • AI-First Technology: Leveraging cutting edge AI & Natural Language Processing technologies, Prompt ai understands how people naturally speak, helping users solve their own problems instantly and with ease.
  • Lives in Popular Messaging Apps: Prompt ai engages employees where they are already working in familiar interfaces like Slack, Microsoft Teams and Skype for Business.
  • Easy Escalation Capabilities: By connecting to popular ITSM platforms and ticketing solutions – including ServiceNow, Jira Service Desk, and Samanage – Prompt ai provides seamless ticket escalation so employees can effortlessly receive support from IT experts.
  • Simple Pre-built Content Templates: Templates and tips make content building fast and easy – even if you’re not an expert.
  • Smart Content Curation: Real-time analytics dashboard classifies similar questions and provide actionable insights reducing the effort to maintain quality content for self-service.

Supporting Employees from Start to Finish
While Prompt ai empowers employees to get quick answers to frequently asked questions, not all employee support situations can be fully remedied through automation. RescueAssist was designed to deliver a groundbreaking, frictionless experience for situations that require deeper support. Key new features include:

  • Frictionless Connections: Through a simple plugin, RescueAssist offers users the ability to quickly and easily start a support session right from the browser.
  • Right Fit Support: RescueAssist offers instant access to light-weight support options including chat, remote view, and file transfer.
  • In-Channel Support: Integrations with popular messaging applications like Slack put the IT Help Desk in a familiar place where employees are already working.
  • Mobile Device Support & Camera Share: RescueAssist supports Android and iOS mobile device users and offers the ability to troubleshoot equipment anywhere using the end-user’s mobile camera, no app needed. 

“Today LogMeIn has taken an important first step in helping to reinvent the way companies support and empower their employees,” said Paddy Srinivasan, General Manager, Customer Engagement & Support Solutions at LogMeIn. “With the introduction of Prompt ai, we are bringing our expertise in AI-powered customer engagement and offering an easy yet powerful solution for the modern workforce. The ability to self-serve combined with the ground-breaking features of RescueAssist, for situations that require a human touch, allow support teams to provide an end-to-end experience that eliminates friction and increases overall productivity.”

Additional Resources:

LogMeIn’s Customer Engagement & Support Portfolio

LogMeIn delivers industry leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. Supporting over 200 million customer interactions every year, LogMeIn is helping companies transform how they interact with their customers in real-time, creating experiences that drive increased satisfaction and brand loyalty.

About LogMeIn, Inc.

LogMeIn, Inc. (Nasdaq:LOGM) simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations in North America, South America, Europe, Asia and Australia.

Media contact:

Alison Parker




Source: LogMeIn, Inc.

Price 85.40 -0.07 -0.08% Volume: 599,209 Feb 19, 2020 PM ET Pricing delayed 20 minutes> More

Email Alerts

Email *
Mailing Lists *

Enter the code shown above.

Investor Contact

Rob Bradley
Vice President of Investor Relations
Phone: (781) 897-1301


You are now leaving LogMeIn's website and are being directed to a website that is operated and maintained by a third party (an "External Site"). LogMeIn does not control the External Site and is not responsible for the data, content or availability of the External Site. This link to the External Site is provided for convenience purposes only. We make no representation or warranty regarding the accuracy of the information contained in the External Sites. We suggest that you always verify the information obtained from linked websites before acting upon this information. Also, please be aware that the security and privacy policies on this External Site may be different than LogMeIn’s policies, so we encourage you to read any third party privacy and security policies closely.

LogMeIn’s filings with the U.S. Securities and Exchange Commission, or SEC, including LogMeIn’s annual reports on Form 10-K which include our audited financial statements, are available on LogMeIn’s Investor Relations website at free of charge. The data and other content contained on the External Site are not meant, and should not be used, as a substitute for information contained in LogMeIn’s filings with the SEC or disclosed through other channels used by LogMeIn to comply with its disclosure obligations under Regulation FD. The reports contained on the External Site may contain forward-looking information about LogMeIn’s future financial performance and results. Please note that the information presented on the External Site is deemed representative at the time of its original release and that changes in historical information may occur. LogMeIn undertakes no intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. Although we believe the expectations reflected in the forward-looking statements are reasonable, we cannot guarantee these results. We caution you to consider the risk factors described in our SEC filings, which could cause actual results to differ materially from the forward-looking statements disclosed on the External Site.

Non-GAAP Information

The External Site may contain certain non-GAAP and pro forma non-GAAP financial measures, in addition to financial measures determined in accordance with GAAP. “GAAP” refers to generally accepted accounting principles in the United States. The non-GAAP financial measures contained on the External Sites are not prepared in accordance with GAAP and may not be comparable to non-GAAP financial measures used by other companies. The non-GAAP information should be considered in addition to, but not as a substitute for or superior to, other measures of financial performance prepared in accordance with GAAP. LogMeIn urges investors to review the reconciliation of its non-GAAP financial measures to the comparable GAAP financial measures, which it includes in press releases announcing its quarterly financial results, and not to rely on any single financial measure to evaluate the Company's business. Reconciliation tables of the most comparable GAAP financial measures to the non-GAAP measures are included in LogMeIn’s quarterly press releases, which can be found in the Financials section of LogMeIn’s investor relations website under “Quarterly Results.”

By clicking “Accept”, you acknowledge that you have read and understand the information set forth above and agree that you will not misrepresent any calculation derived from the data or other content contained on the External Site as LogMeIn’s or otherwise.