TeamViewer: AI logs remote maintenance
In future, the TeamViewer remote maintenance software will summarize support sessions using an AI language model and generate knowledge base articles from them.
The AI tool "Session Insights" logs remote maintenance sessions in the TeamViewer software, writes logs and generates statistics.
The Göppingen-based software manufacturer TeamViewer is now integrating the Kl function "Session lnsights" into its remote maintenance software. With TeamViewer, support service providers can access, monitor and repair devices such as desktop PCs, laptops and cell phones, as well as industrial machines and robots. In TeamViewer jargon, a remote connection is considered a session.
To be able to use Session Insights, the function must first be activated in the settings. The artificial intelligence then automatically logs and summarizes support sessions, for example. Similar to MS Teams or Zoom, TeamViewer displays a banner when the session is being recorded.
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The Insights AI summarizes the content of a TeamViewer session and is intended to replace time-consuming documentation. The summary breaks down the session according to problem description and numbered steps to the solution. Application names, such as Microsoft Edge, are highlighted in bold. In the long term, such problem solutions should automatically flow into the TeamViewer customer's knowledge base, for example. The results of the AI can be edited.
Security and data protection
TeamViewer uses language models from OpenAI's GPT 4.0 family, hosted on Microsoft Azure. However, according to the provider, the customer data is not used for training.
Before the software transfers it to the language model, the data is anonymized in several stages. Passwords are not recorded at all. A library filters out obvious personal data such as names and addresses. In the TeamViewer environment, a specially developed AI model also identifies data that cannot be captured via a library, such as personal text messages, authentication tokens of a website extension or the date of an out-of-office note.
TeamViewer survey on the use of AI
With its software update, the Baden-WĂĽrttemberg-based company is responding to a survey it conducted among decision-makers from IT and other business areas. For the AI Opportunity Report, TeamViewer surveyed 1,400 professionals in Germany, the UK, France, Australia, Singapore and the USA about their experiences with the use of artificial intelligence.
According to the survey, IT professionals save an average of 16 hours of working time per month. In comparison, employees in the public sector use artificial intelligence less frequently and therefore only save six hours per month.
Prices and availability
Private users can use the limited TeamViewer software free of charge. Commercial users require a subscription. "TeamViewer Remote Access" costs 16.65 per month for individual users with annual billing and allows three managed devices. "TeamViewer Business" extends this number to 200 devices for 32.90 euros per month.
The "TeamViewer Premium" offer for teams or departments costs 65.90 euros per month. It includes 15 licensed users with access to up to 300 unattended devices with up to ten simultaneous sessions. "TeamViewer Corporate" costs 139.90 euros per month and allows 30 licensed users and 500 managed devices. There is also a "TeamViewer Tensor" offer for large customers.
The Session Insights presented are initially only available in the Corporate and Tensor plans as part of an early adopter program. These customers can log 20 sessions per month at no additional cost. They will have to pay for more – whether with credits or a monthly invoice has not yet been determined. (akr)
