Connectivity vendor TeamViewer has unveiled further integration of its AI-powered session insights capabilities via Microsoft applications.
Mei Dent, chief product and technology officer at TeamViewer, praised the new Microsoft Teams, Azure and Copilot integration.
“Microsoft Azure OpenAI is at the core of our AI-driven insights,” Dent said in the announcement. “This integration with Azure marks a broader strategy to embed AI deeply into IT support operations.”
Accordingly, Azure “data security and efficiency” would help TeamViewer offer “high-performance solutions at scale”, Dent claimed.
TeamViewer said the new AI-driven session insights improved the support experience.
This was because they would offer fast, comprehensive summaries of every remote support session, assisting reporting for common issues, the vendor said.
“This feature accelerates problem resolution and empowers IT teams to prevent future interruptions,” the vendor said.
“Complementing this, an analytics dashboard helps IT leaders recognise patterns, optimise resources, and improve service levels.”
Additionally, in-chat and in-call support sessions could now be done without leaving Microsoft Teams.
“For example, when a support request comes through Teams, agents can use Copilot to quickly retrieve relevant information and initiate a TeamViewer session,” the vendor said.
Agents would use Copilot to access device data and previous notes made in the application. The idea was that this would reduce task repetition and improve response times.
AI-powered session insights for remote support
Edith Wittmann, general manager of global partner solutions Germany at Microsoft, said combining TeamViewer with Microsoft’s generative AI and cloud infrastructure would improve agent productivity.
However, the vendors were “moving towards” agent-less support. Eventually, this would be a “game changer” for customers, Wittmann added.
The announcement built on TeamViewer’s introduction of AI-powered session insight features for its remote support offering in October.
Dent said AI adoption is growing rapidly as businesses look for productivity improvements.
“We’re enabling organisations to make smarter decisions and optimise processes while adhering to the highest security and data privacy standards,” she said in that related announcement.
“Also, providing admins the control to enforce company-wide policies and keeping users informed.”
( Photo by Chase Chappell on Unsplash )
