Remote connectivity and digital workplace solutions provider, TeamViewer debuted its latest AI-driven features at Microsoft Ignite 2024. Recently named 2024 Microsoft Teams Partner of the Year, TeamViewer showcased capabilities that directly bring intelligent support to IT teams, integrating Microsoft Teams, Microsoft 365 Copilot, and Microsoft Azure OpenAI Service.
TeamViewer’s new AI-driven Session Insights improves the support experience by providing immediate, comprehensive summaries of every remote support session, a step-by-step action plan, and insights for reporting on common issues.
Complementing this, an analytics dashboard helps IT leaders recognise patterns, optimise resources, and improve service levels, ultimately refining support processes for faster resolutions and enhanced customer satisfaction.
Through TeamViewer’s integration with Microsoft Teams and Microsoft 365 Copilot agents, IT teams gain powerful support capabilities within their daily tools, enabling seamless in-chat and in-call support sessions that keep the entire experience within the Teams hub.
Support agents can access session data, analyse insights, and receive AI-driven recommendations directly in Microsoft Teams using Microsoft 365 Copilot. This streamlined access enables agents to escalate issues, view historical context, and suggest solutions, without switching tools.
TeamViewer chief product and technology officer, Mei Dent said, “Microsoft Azure OpenAI Service is at the core of our AI-driven insights, ensuring data security and efficiency as we deliver high-performance solutions at scale. This integration with Microsoft marks the beginning of a broader strategy to embed AI deeply into IT support operations.
“By connecting TeamViewer insights with Microsoft 365 Copilot via copilot agents, we’re enabling teams to tackle issues proactively, optimise operations, and make data-driven decisions with ease. Our vision is to empower support teams to collaborate seamlessly and drive smarter, more agile support within a unified platform.”
Microsoft general manager of global partner solutions for Germany, Edith Wittmann said, “Integrating TeamViewer’s advanced remote support and workflow solutions with Microsoft’s AI and cloud solutions, we are not only improving agent productivity today but moving towards an agentless remote support in the future, which will be a game changer for our customers.”