Here’s the translated text in American English:
The suite includes contextual assistants, real-time automation, and intelligent session analytics to improve the efficiency of technical teams.
The German company TeamViewer, globally recognized for its remote access and digital assistance solutions, has announced the expansion of its portfolio with TeamViewer Intelligence, a suite of AI-powered tools designed to optimize IT support workflows in real-time.
The new suite combines contextual automation, detailed session analytics, and intelligent assistants that enable IT professionals to reduce manual tasks, accelerate incident resolution, and scale operations without the need to switch environments or tools.
AI Integrated Directly into Support Sessions
The highlight of the announcement is TeamViewer CoPilot, a contextual AI assistant that integrates directly into remote support sessions. Technicians can chat with CoPilot to access device data, diagnose issues, generate troubleshooting steps, or even automate routine tasks—such as opening Task Manager or extracting system logs—without interrupting their workflow.
For support centers with a high volume of requests, CoPilot transforms repetitive processes into quick and scalable actions, alleviating the operational load and reducing wait times.
“With TeamViewer Intelligence, we are embedding AI at the heart of workflows, so teams don’t have to switch tools or lose focus to get assistance,” explained Mei Dent, Product and Technology Director at TeamViewer.
Automated Session Analysis and Documentation
The new Session Insights & Analytics feature provides a comprehensive view of the operational performance of technical support. Each session is automatically documented, including smart tagging and detailed logs of the steps taken during problem resolution. This feature facilitates handoffs between agents, improves traceability, and promotes knowledge sharing within IT teams.
Additionally, dashboards are included with key metrics such as:
- Most common types of incidents
- Average resolution times
- Volume of sessions managed
- Distribution of workload
With this information, IT leaders can identify recurring issues, optimize resources, and enhance service quality.
Application Beyond the Desktop
TeamViewer Intelligence also extends to field workers and remote technicians. The Assist AR solution now features an AI-based session summary system that automatically transcribes and highlights key outcomes from video support calls. This function is particularly useful for teams working without a fixed desk, allowing them to document interactions and comply with regulations without interrupting ongoing tasks.
Availability
All new TeamViewer Intelligence features are available as optional add-ons for customers using the TeamViewer Corporate and TeamViewer Tensor versions, and they are already compatible with the latest user interface of the software.
With this expansion, TeamViewer strengthens its commitment to intelligent automation that simplifies technical support in complex and distributed environments, aligning with the growing demand for AI-based productivity tools.
via: teamviewer