TeamViewer launches AI-powered tools to boost IT support speed

TeamViewer has introduced TeamViewer Intelligence, a suite of AI-powered features aimed at improving IT support workflows with real-time automation, actionable insights, and in-session assistance.

The latest offering in the portfolio, TeamViewer CoPilot, works alongside established capabilities like Session Insights and Analytics, providing IT professionals with tools to reduce manual intervention, resolve support issues more quickly, and manage helpdesk activities more efficiently. This is designed for a broad range of operational environments, including service desks and distributed IT endpoints.

Mei Dent, Chief Product & Technology Officer at TeamViewer, said, "With TeamViewer Intelligence, we're embedding AI directly into support workflows, so teams don't need to switch tools or break focus to get help. Whether it's resolving a ticket or managing large-scale IT environments, we're enabling faster decisions and more scalable operations through intelligent assistance."

TeamViewer CoPilot serves as a contextual AI assistant integrated within remote support sessions. IT support agents are able to communicate with CoPilot through real-time chat, allowing access to device data and diagnostics, the generation of resolution workflows, as well as automation of routine duties, such as opening Task Manager or pulling system logs. The feature is crafted to streamline the troubleshooting process, particularly in environments with a high volume of service requests, turning repetitive tasks into swift, scalable operations.

Session Insights & Analytics is intended to give IT leaders an aggregated, comprehensive view of their support operations. It combines automated documentation with actionable intelligence, automatically summarising each support session – including smart tags and detailed, step-by-step records of issue resolution. This allows for quicker knowledge transfer between support staff, simplified review processes, and more consistent team-wide knowledge sharing.

Built-in dashboards provide clear metrics, covering factors such as issue types, resolution times, support session volume, and workload distribution. The goal is to give IT managers visibility that enables identification of recurring issues, improvement of service delivery quality, and optimisation of team performance over time.

"With TeamViewer Intelligence, we're embedding AI directly into support workflows, so teams don't need to switch tools or break focus to get help," said Mei Dent, Chief Product & Technology Officer at TeamViewer. "Whether it's resolving a ticket or managing large-scale IT environments, we're enabling faster decisions and more scalable operations through intelligent assistance."

TeamViewer Intelligence features are available as add-ons for customers using TeamViewer's Corporate and Tensor licences. These tools are supported in TeamViewer's latest user interface, ensuring seamless integration with existing workflows.

Broader applications

Beyond core IT support functions, TeamViewer is also expanding its use of AI into field operations. The Assist AR platform, designed for service technicians and deskless employees, includes an AI-powered session summary feature for remote video assistance calls. This tool automatically transcribes and records major outcomes from assistance sessions, helping field teams document their work efficiently and maintain compliance requirements, all without slowing down their operational pace.

TeamViewer's broader strategy reflects continuing demand for enhanced digital workplace solutions as organisations face global trends such as skilled labour shortages, increased hybrid work, faster data analysis needs, and the adoption of emerging technologies. The company reports that its offerings assist organisations by boosting productivity, reducing machine downtime, accelerating onboarding of new staff, and improving both customer and employee satisfaction.

Headquartered in Göppingen, Germany, TeamViewer employs more than 1,800 people worldwide. In 2024, the company reported revenue of approximately EUR €671 million. TeamViewer serves over 660,000 customers globally, spanning small businesses through to major enterprises, supporting both office-based and frontline staff.