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Mei Dent, the chief product and technology officer at TeamViewer, talked about the company’s new generative AI tool that helps with IT support. TeamViewer’s CXO AI Playbook
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TeamViewer’s Session Insights feature uses generative AI to describe remote IT help sessions.
The German company must ensure that its AI features are safe, private, and compliant with GDPR.
The “CXO AI Playbook” includes frank conversations about AI testing and use from business executives.
TeamViewer, a software development company founded in 2005, is one of the many businesses adopting AI.
Customers can now remotely access, operate, monitor, and repair devices such as laptops, smartphones, tablets, and augmented reality headsets thanks to the company’s advancements in AI technology. Clients utilize this to support IT in areas like customer service, specialized machinery inspections, and industrial production processes.
Mei Dent took over as TeamViewer’s chief product and technology officer last year. The company’s first generative-AI product, Session Insights, which uses generative AI to summarize remote support sessions, was launched under her direction. The product was introduced toward the end of October.
Dent told Business Insider that collaboration with internal teams was crucial to implementing the technology across the entire company. She described the AI model competition as “heated” and said TeamViewer worked with outside partners to leverage their strengths.
The following has been simplified and clarified.
How does AI affect your day-to-day operations?
My top objective is developing products like our Frontline and remote connectivity solutions.
AI is utilized across the entire company, not just in customer-facing products but also in internal processes like research and code reviews.
Given the GDPR concerns in Germany, where TeamViewer is based, we have a strong data foundation with an emphasis on data governance and regulations. Internal use of AI is governed by policies to protect sensitive data, which also influences how AI is applied at the product level.
Does TeamViewer delegate responsibility for the AI vision to a single person or is it a collaborative technique?
It’s a team effort. A variety of departments use AI based on their unique needs. The marketing, sales, and development departments have different goals.
The adoption process isn’t hierarchical, even though our legal and data departments provide general guidelines.
The first generative AI-powered solution from TeamViewer has been made available. Could you elaborate?
We presented Session Insights, a Tensor and TeamViewer Remote plugin. It uses generative AI to capture and condense support sessions into a text-based log.
Support staff typically find that manually documenting the events of a TeamViewer session takes a lot of time. Session Insights, which automates the process, generates comprehensive summaries that improve accuracy and save time.
It also provides analytics to identify common support issues and help build knowledge bases for future use.
What are the advantages of generative AI, in your opinion? What specific metrics are you looking at?
During the beta stage of Session Insights, we worked closely with our clients to make sure we understood the commercial value and return on investment.
I believe that any firm may now adopt a language model and see some “wow” factor. The business value, however, needs to be made clear.
For a client who uses TeamViewer to offer assistance, it implies more productivity. Do you have the capacity to manage more tickets? How much time can you save by not writing a summary?
It means that the person receiving support has time to find a solution: How long does it take for the person receiving assistance to feel content?
You mentioned GDPR. How does TeamViewer safeguard security and privacy when generative AI is incorporated into a product?
We have a multitenant cloud. AI processing is restricted to each tenant’s environment, and administrators have total control over which sessions are permitted to use AI capabilities. Customers are in charge of where and how material is stored, which keeps data from becoming mixed up.
Because users also need to be informed, a message lets them know when a session is being recorded or processed by AI.
We fully encrypt content and use data anonymization before any AI processing to protect personally identifying information, even inside the same company.
Does the company work with external partners to create new AI features? If yes, whose companies are involved?
We don’t develop AI models ourselves. We use a multipartner approach, collaborating with partners such as Google, OpenAI, Microsoft Azure, Meta, and others. We evaluate which model has the best quality and is the most economical.
