- TeamViewer’s Session Insights tool uses generative AI to summarize remote IT support sessions.
- The Germany-based company must ensure its AI features are secure, private and GDPR compliant.
- This article is part of “CXO AI Playbook“ – candid talks from business leaders about how they test and use AI.
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TeamViewer, a software development company founded in 2005, is one of many companies that focus on artificial intelligence.
AI technology has evolved, allowing customers to remotely access, control, monitor and repair devices such as laptops, smartphones, tablets and augmented reality headsets. Customers use this to provide IT support in areas such as customer service, industrial production activitiesand inspections of specialized machinery.
Mei Dent, TeamViewer’s Chief Product and Technology Officer, joined the company last year. She oversaw the implementation of the first generative AI product, Session Insights, which uses generative AI to summarize remote support sessions. The product was launched at the end of October.
Dent told Business Insider that collaboration with internal teams was crucial to deploying the technology across the company. She described the race for the best AI model as “heated” and said TeamViewer was working with external partners to leverage their strengths.
The following has been edited for clarity and length.
How does AI fit into your daily workflow?
My primary focus is on building products such as our remote connectivity solutions and Frontline products.
AI is integrated across the company, not only in our customer-facing products, but also for internal use in areas such as research or code reviews.
We have a strong data base, with emphasis on data policy and managementmainly because of GDPR concerns in Germanywhere TeamViewer is based. Internal AI use is governed by policies to protect confidential data, which also impacts how we implement AI at the product level.
Does TeamViewer put one person in charge of the AI vision, or is the approach collaborative?
It’s a joint effort. Different departments use AI in a way that suits their specific needs. The marketing, sales, and development teams have different goals.
Our legal and data teams provide overarching guidance, but adoption isn’t top-down.
TeamViewer just launched its first product powered by generative AI. Can you explain this in more detail?
We launched Session Insights, an add-on for our TeamViewer Remote and Tensor products. It uses generative AI to record and summarize support sessions in a text-based log.
Normally, support agents manually write down what happened during a TeamViewer session, which can be time-consuming. Session Insights automates the process and generates detailed summaries that save time and improve accuracy.
It also provides analytics to identify common support issues and build knowledge bases for future use.
How do you express the value that generative AI brings? What specific metrics are you looking at?
For Session Insights, we worked with our customers in beta to ensure we understood the business value and return on investment.
At this point, I think any company can use a language model and see a “wow” factor. But we need to clearly articulate the business value.
For a customer who provides support via TeamViewer, this means productivity gains. Can you accept more tickets? How much time can you save by not writing a summary?
For the person receiving support, it means time to find a solution: how long will it take for the person receiving support to be satisfied?
You mentioned the GDPR. How does TeamViewer ensure security and privacy when using generative AI in a product?
We use a multi-tenant cloud. AI processing is limited to each tenant’s environment, and administrators have full control over which sessions can use AI features. Customers can decide where and how their content is stored so data doesn’t get mixed up.
Users also need to be notified, so a notification lets them know when a session is being recorded or processed by AI.
And we fully encrypt content and implement data anonymization before any AI processing to protect personally identifiable information, even within the same company.
Is the company working with external partners to create new AI features, and if so, which companies?
We do not develop our own AI models. We take a multi-partner approach and work with partners such as Google, OpenAI, Microsoft Azure, Meta, and so on. We assess which model is the best in terms of quality and which model is the most economical.
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