Göppingen, Germany-based remote connectivity specialist TeamViewer has expanded its AI enablement for IT support teams.
TeamViewer Intelligence is add-on AI enablement for enterprise remote connectivity solution Tensor and for TeamViewer Corporate, the vendor said.
“With TeamViewer Intelligence, we’re embedding AI directly into support workflows,” said TeamViewer chief product and technology officer Mei Dent. “So teams don’t need to switch tools or break focus to get help.”
Consequently, TeamViewer Intelligence would improve real-time automation, access to insights and in-session assistance to more quickly resolve tickets and manage large IT estates.
TeamViewer Intelligence features come as add-ons to TeamViewer Corporate and Tensor licenses, supported by the latest user interface.
New AI enablement builds on copilot and session analytics
Previously, the vendor launched an embedded copilot as well as session insight and analytics features with AI. As a result, IT staffers using TeamViewer could reduce “manual effort”.
“IT agents can [use] chat to access device data, diagnose issues, generate resolution workflows, or even automate everyday tasks, such as opening Task Manager or pulling system logs,” the vendor said.
Meanwhile, the company’s session insights and analytics deliver a view of support operations, with dashboarding, automated documentation and data on issue types, resolution times, session volume and the like.
“Each support session is summarised automatically, including smart tags and step-by-step records of how issues were resolved,” the vendor said.
In addition, TeamViewer said this AI enablement should help IT teams identify recurring problems and improve service quality.
( Photo by Annie Spratt on Unsplash )
