TeamViewer, a software-development company established in 2005, is at the forefront of leveraging artificial intelligence to enhance its services.
Evolution of AI Technology at TeamViewer
The company's AI technology has advanced significantly, enabling clients to remotely access, control, monitor, and troubleshoot various devices, including laptops, smartphones, tablets, and augmented-reality headsets. This technology empowers clients to streamline IT support functions in customer service, industrial manufacturing operations, and specialized machinery inspections.
Introduction of Session Insights by Mei Dent
Mei Dent, the Chief Product and Technology Officer at TeamViewer, spearheaded the deployment of Session Insights, the company's inaugural generative-AI product. This innovative solution utilizes generative AI to summarize remote support sessions efficiently. The product was officially launched in late October.
Integration of AI in Day-to-Day Operations
Mei Dent emphasizes the integration of AI across various departments within TeamViewer. The utilization of AI extends beyond customer-facing products to internal functions such as research and code reviews. The company prioritizes data policies and governance, especially in compliance with GDPR regulations in Germany.
Collaborative Approach to AI Implementation
TeamViewer adopts a collaborative approach to AI implementation, with different departments leveraging AI based on their unique requirements. While legal and data teams provide guidelines, the adoption of AI is not top-down, allowing flexibility in utilizing AI technologies.
Session Insights: Enhancing Support Services
Session Insights, an add-on for TeamViewer Remote and Tensor products, harnesses generative AI to capture and summarize support sessions in a text-based format. This automation streamlines the process, saving time for support agents and enhancing accuracy. Additionally, Session Insights offers valuable analytics for identifying common support issues and building knowledge bases.
Ensuring Security and Privacy with Generative AI
TeamViewer prioritizes security and privacy by utilizing a multitenant cloud environment where AI processing is isolated within each tenant's space. Administrators have control over AI feature usage, and customers can manage data storage preferences. Encryption and data anonymization are implemented to safeguard personally identifiable information.
Collaboration with Third-Party AI Partners
TeamViewer collaborates with leading AI partners such as Google, OpenAI, Microsoft Azure, and Meta to integrate cutting-edge AI models into its products. The company evaluates partners based on model quality and cost-effectiveness to deliver exceptional AI features to its clients.
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By: insider@insider.com (Matthew S. Smith)
Title: TeamViewer Utilizes Artificial Intelligence to Revolutionize Remote Support Services
Sourced From: www.businessinsider.com/teamviewer-ai-digital-solutions-remote-support-2024-11
Published Date: Wed, 13 Nov 2024 16:30:23 +0000
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