2024-11-19 14:01:00
TeamViewer has at this year’s Microsoft Igniteconference (November 19th – 21st) in Chicago to integrate its new AI-based function Session Insights featured in Microsoft Teams, Microsoft 365 Copilot and Microsoft Azure OpenAI Service. With these integrations, companies can make their remote support faster, smarter, and more proactive.
TeamViewer’s new AI capabilities provide IT teams with intelligent assistance with support requests by automatically generating a summary and step-by-step problem resolution guide following each remote support session. They also analyze the summaries in order to draw conclusions about frequently occurring problems.
This allows IT teams to both solve emerging problems more quickly and avoid future disruptions. An analytics dashboard also helps IT leaders identify patterns, optimize resources, and further refine support processes.
The integration of TeamViewer into Microsoft Teams and the use of the Microsoft 365 Copilot agent offers IT teams powerful support options in their usual work environments. This allows support sessions to be conducted seamlessly in chats or calls within Microsoft Teams. Support agents have access to session information, evaluate insights, and receive real-time AI-based recommendations from Microsoft 365 Copilot.
The integration makes using TeamViewer even more efficient by giving IT teams access to the relevant information and context, allowing them to suggest tailored solutions and solve problems more quickly – without having to switch back and forth between different applications. For example, employees can respond immediately to a support request via Microsoft Teams, retrieve relevant data using Copilot and start a TeamViewer session directly. Quick access to device data and summaries from previous support sessions makes team collaboration easier. The integration also minimizes monotonous and recurring tasks and has a significantly positive effect on response times.
“The Microsoft Azure OpenAI Service is the heart of our new, AI-based capabilities. This allows us to provide very powerful and highly scalable solutions while ensuring data security and efficiency,” says Mei Dent, Chief Product & Technology Officer at TeamViewer. “For us, the integration with Microsoft marks the starting point of a broad strategy with which we can make AI more integrated Embed IT support. Through the interaction of TeamViewer and Microsoft 365 Copilot, IT teams can proactively address problems, optimize their processes and make better, data-driven decisions. Our vision is for employees to work together seamlessly and efficiently on a unified platform can provide support.”
“TeamViewer is expanding its collaboration with Microsoft and continues to work continuously to set new standards in the industry and bring IT service to a new level. In the future, AI-driven IT service will be the norm – we want to remain a leader here and rely on efficient AI functions and integration with Azure to offer faster, smarter and more secure support,” says Alfredo Patron, Executive Vice President of Business Development at TeamViewer.
Edith Wittmann, General Manager Global Partner Solutions Germany at Microsoft, added: “By integrating TeamViewer’s advanced remote support and workflow solutions with Microsoft’s AI and cloud solutions, we are not only improving IT productivity. “Today’s employees, but we are moving toward automated remote support, which will be a game-changer for our customers in the future.”
TeamViewer is integrated into a variety of Microsoft products, enabling the use of remote connectivity across the entire organization and a wide variety of IT processes: from collaboration (Teams) and endpoint management (Intune) to customer service (Dynamics 365) and training (Azure Extensions). The extensive integration and secure, connected user experience enables IT departments to implement a seamless remote-first strategy. TeamViewer is available in the Microsoft Marketplace to make purchasing and using it as easy and user-friendly as possible.
About TeamViewer
TeamViewer is a leading global technology company that provides a connectivity platform for remotely accessing, controlling, managing, monitoring and repairing devices of all kinds – from laptops and mobile phones to industrial machines and robots. Although TeamViewer is free for personal use, it has more than 640,000 subscribers and enables companies of all sizes and industries to digitize their business-critical processes through seamless connectivity. Against the backdrop of global megatrends such as device proliferation, automation and new work, TeamViewer proactively shapes digital transformation and continuously develops innovations in the areas of augmented reality, Internet of Things and artificial intelligence. Since the company’s founding in 2005, TeamViewer’s software has been installed on more than 2.5 billion devices worldwide. The company is headquartered in Göppingen and employs more than 1,500 people worldwide. In 2023, TeamViewer achieved sales of around 627 million euros. TeamViewer SE (TMV) is listed on the Frankfurt Stock Exchange and is a member of the MDAX. For more information, see www.teamviewer.com.
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How is the AI function, Session Insights, changing the way IT teams handle support requests?
**Interview with Mei Dent, Chief Product & Technology Officer at TeamViewer, on New AI Integration at Microsoft Ignite**
**Editor:** Thank you for joining us today, Mei. TeamViewer recently showcased its new AI integration at the Microsoft Ignite conference. Can you share how the AI-based function, Session Insights, is transforming remote support?
**Mei Dent:** Absolutely, and thank you for having me. Session Insights is designed to enhance how IT teams manage support requests. By automatically generating summaries and step-by-step guides after each session, we provide teams with the tools they need to address issues more rapidly and effectively. This feature enables us to not only resolve current problems but also analyze trends to prevent future disruptions.
**Editor:** That sounds incredibly efficient. How does this integration with Microsoft Teams and Microsoft 365 Copilot fit into the daily workflows of IT teams?
**Mei Dent:** The integration means that IT teams can work within their familiar environments. Support sessions can take place seamlessly in Microsoft Teams, where agents can access all necessary information without toggling between different applications. Copilot provides real-time AI-based recommendations, making it easier to deliver personalized solutions quickly.
**Editor:** You mentioned data security and efficiency with the Microsoft Azure OpenAI Service. Can you elaborate on how these aspects enhance your solutions?
**Mei Dent:** Certainly. Security is paramount, and using Azure ensures that we are delivering solutions that are not only powerful but also secure. Our AI capabilities leverage this infrastructure to provide scalable support while protecting sensitive data. Our focus is on maintaining efficiency and reliability in all our AI-driven offerings.
**Editor:** With these advancements, what do you see as the future of IT support services?
**Mei Dent:** I envision a future where AI-driven IT service becomes standard. As we continue to refine our offerings, the goal is for teams to be able to anticipate issues proactively. We want to lead in this space, ensuring that our users experience seamless collaboration and can make informed, data-driven decisions with minimal friction.
**Editor:** It sounds like TeamViewer is truly setting the stage for innovation in IT support. Thank you for your insights, Mei.
**Mei Dent:** Thank you! We’re excited about what the future holds and the impact these solutions will have on the industry.
