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How TeamViewer uses AI and generative tools to enhance remote support

Nov 13, 2024 - businessinsider.com
TeamViewer, a German software-development company, has launched its first generative-AI product, Session Insights. The tool uses AI to summarize remote IT-support sessions, automating the process of generating detailed summaries, which saves time and improves accuracy. The product also provides analytics to identify common support issues and help build knowledge bases for future use. The company's chief product and technology officer, Mei Dent, emphasized the importance of collaboration with internal teams and third-party partners like Google, OpenAI, and Microsoft Azure in implementing the technology.

TeamViewer ensures the security and privacy of its AI features by using a multitenant cloud, where AI processing is confined within each tenant's environment. Administrators have full control over which sessions can use AI features, and customers can decide where and how their content is stored. The company also fully encrypts content and implements data anonymization before any AI processing to protect personally identifiable information.

Key takeaways:

  • TeamViewer's Session Insights tool uses generative AI to summarize remote IT-support sessions, improving efficiency and accuracy.
  • The company ensures its AI features are secure, private, and GDPR-compliant by using a multitenant cloud, full encryption, and data anonymization.
  • TeamViewer's AI adoption is a collaborative effort across different departments, each using AI to suit their specific needs.
  • TeamViewer works with third-party partners like Google, OpenAI, Microsoft Azure, and Meta to develop its AI features, rather than creating its own AI models.
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