TeamViewer brings AI support enhancements to Microsoft Teams

TeamViewer is integrating AI-powered features into Microsoft Teams to enhance IT support services.

TeamViewer is implementing new AI-driven capabilities that will integrate with Microsoft Teams, Microsoft 365 Copilot, and Microsoft Azure OpenAI Service. This initiative, announced at Microsoft Ignite 2024, aims to provide faster, smarter, and more proactive customer support.

TeamViewer's AI-driven Session Insights offers immediate, comprehensive summaries of remote support sessions along with a step-by-step action plan and insights for reporting common issues.

This approach is designed to expedite problem resolution and prevent future interruptions. An analytics dashboard will assist IT leaders in recognising patterns, optimising resources, and refining support processes to improve service levels and enhance customer satisfaction.

Through integration with Microsoft Teams and 365 Copilot, IT teams can now conduct in-chat and in-call support sessions seamlessly within the Teams environment. Agents have access to session data, insights, and AI-driven recommendations directly in Microsoft Teams thanks to Microsoft 365 Copilot. This facilitates efficiency by allowing agents to escalate issues, view historical context, and suggest solutions without needing to switch tools. For example, when a support request is received via Teams, agents can quickly retrieve relevant information and initiate a TeamViewer session. With Copilot, agents can access device data and past notes, improving response times and reducing repetitive tasks.

Mei Dent, Chief Product and Technology Officer at TeamViewer, stated, "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."

Alfredo Patron, Executive Vice President of Business Development at TeamViewer, commented, "As TeamViewer continues to advance its collaboration with Microsoft, we remain committed to leading industry standards and empowering IT teams to achieve new levels of service excellence."

"In a future where AI-driven support is the norm, TeamViewer aims to stay at the forefront, integrating deep AI insights with Azure's capabilities to deliver support that is faster, smarter, and more secure."

Edith Wittmann, General Manager of Global Partner Solutions Germany at Microsoft, added, "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."

TeamViewer aims to offer a comprehensive solution that integrates with a variety of Microsoft products, providing remote access spanning different IT processes. This includes collaboration with Teams, endpoint management through Intune, customer service via Dynamics 365, and training with Azure Extensions. The integration is said to deliver a connected, seamless, and secure experience that supports a remote-first approach to IT, with availability on the Microsoft Marketplace to simplify procurement and enhance accessibility across organisations.