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The new generative AI tool that TeamViewer has developed to assist with IT support was discussed by Mei Dent, the company’s chief product and technology officer. The CXO AI Playbook for TeamViewer
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The Session Insights feature from TeamViewer summarizes remote IT help sessions using generative AI.
The German corporation needs to make sure its AI features are private, safe, and in line with GDPR.
The “CXO AI Playbook” features candid discussions from industry executives on their AI testing and usage.
Among the numerous companies embracing artificial intelligence is TeamViewer, a software development firm established in 2005.
With the advancement of its AI technology, customers can now remotely access, control, monitor, and fix gadgets including computers, smartphones, tablets, and augmented reality headsets. This is used by clients to fuel IT support in areas including industrial production processes, customer service, and specialist machinery inspections.
Last year, Mei Dent became the chief product and technology officer of TeamViewer. She was in charge of the launch of Session Insights, the company’s first generative-AI product that summarizes remote support sessions using generative AI. The end of October marked the product’s introduction.
In order to deploy the technology throughout the organization, Dent told Business Insider that cooperation with internal teams was essential. She called the competition to find the best AI model “heated” and stated that TeamViewer collaborated with outside partners to capitalize on their advantages.
The following has been condensed and made clearer.
What role does AI play in your daily operations?
Building goods like our Frontline and distant connectivity solutions is my main priority.
AI is used throughout the organization, not only in our products that interact with customers but also internally in areas like code reviews and research.
We have a solid data foundation, with a focus on data governance and policies, particularly in light of GDPR issues in Germany, where TeamViewer is headquartered. Policies to safeguard sensitive information control the use of AI internally, which also affects how AI is implemented at the product level.
Is TeamViewer a collaborative technique or does it assign responsibility for the AI vision to a single individual?
It is a group endeavor. AI is used in several departments according to their own requirements. The objectives of the development, sales, and marketing departments differ.
Although our data and legal teams offer broad principles, the adoption process isn’t hierarchical.
TeamViewer has released its first generative AI-powered solution. Could you explain?
We introduced Session Insights, an extension for Tensor and TeamViewer Remote. It records and condenses support sessions into a text-based log using generative AI.
Usually, it takes a lot of time for support workers to manually record what happened during a TeamViewer session. The procedure is automated using Session Insights, which produces thorough summaries that increase accuracy and save time.
Additionally, it offers analytics to pinpoint frequent support problems and aid in creating knowledge bases for later usage.
How would you describe the benefits of generative AI? Which particular metrics are you examining?
We collaborated with our clients during the beta phase of Session Insights to ensure that we comprehended the return on investment and commercial value.
Any business may now, in my opinion, use a language model and experience some “wow” factor. However, the business value must be stated explicitly.
It means increased productivity for a client using TeamViewer to provide help. Are you able to handle additional tickets? By not writing a summary, how much time can you save?
It signifies time to resolution for the individual getting support: How much time does it take for the individual getting help to be happy?
You brought up GDPR. In what ways does TeamViewer protect privacy and security when generative AI is used in a product?
Our cloud is multitenant. Administrators have complete control over which sessions are allowed to use AI capabilities, and AI processing is limited to each tenant’s environment. Customers have control over the location and method of content storage, preventing data from becoming mixed up.
A notice alerts users when a session is being recorded or processed by AI because users also need to be notified.
In order to safeguard personally identifiable information, even inside the same organization, we completely encrypt material and apply data anonymization prior to any AI processing.
Does the business collaborate with outside partners to develop new AI features, and if so, whose businesses?
We don’t create AI models on our own. Working with partners like Google, OpenAI, Microsoft Azure, Meta, and others, we employ a multipartner strategy. We assess which model is the most cost-effective and which has the highest quality.
