Introducing TeamViewer AI Services
TeamViewer continues to be the trusted solution for secure remote access and support, maintaining the highest privacy and security standards. With our legacy of reliability, we are proud to introduce TeamViewer AI Services.
TeamViewer AI Services built upon our secure foundation to revolutionize your remote support experience with cutting-edge technology. Please see below some more information on the different features, our security standards and how we process your personal data within the TeamViewer AI Services.
Please note: TeamViewer AI Services must be explicitly enabled by the customer; otherwise, no data will be collected or processed.
General information
How can I activate TeamViewer AI Services?
Customers can activate the TeamViewer AI Services via their Admin Settings. You can find a detailed description of how to set up the AI Services and how to use them in our Knowledge Base article here.
What kind of LLMs and training data are used for the TeamViewer AI Services?
TeamViewer AI Services rely on pre-trained AI models from third-party AI service providers. Information on the respective AI service provider, the applied LLM and the used training data can be found in the Third Party Terms. The generated Output of TeamViewer AI Services depends on your activities during the use of TeamViewer Products in connection with the TeamViewer AI Services, i.e., the Input you enter.
Is customer data used by the LLM-platform service providers to train their AI?
The prompts, inputs and data you submit and the responses you receive via TeamViewer AI Services are not used to train, fine-tune or improve LLM or AI service of our third-party service providers. Each data request is sent to LLM-providers individually, over a TLS encrypted service, to process and send back to TeamViewer.
How can I use the TeamViewer AI Services responsibly?
Ensure that your use of AI is ethical, non-discriminating, and does not cause harm to others. Avoid using AI for malicious purposes, such as spreading misinformation or engaging in illegal activities. Be mindful of the privacy of others. Avoid sharing personal or sensitive information without consent or another legal basis. Keep yourself updated on the capabilities and limitations of AI. Always cross-check critical information and be aware of potential biases in AI outputs.
Please see our Acceptable Use Policy for more information about using AI responsibly. If you encounter issues or have suggestions for improvement, please provide us with your feedback.
Where can I provide Feedback about the new features of TeamViewer AI Services?
If you want to be part of this, join our User Focus Program and request early access via this link.
You can also give us your feedback on a summary directly in the AI Services. We also provide you with the opportunity to rate your summary after its creation by either rating it as good or bad or writing us a short message. Please make sure you do not include any personal data or confidential information when using our free text field for feedback.
TeamViewer may use your feedback to improve our AI Services. Please see our Product Privacy Notice for more information about the processing of your personal data.
TeamViewer Remote
Which features are available within TeamViewer AI Services?
We are excited to introduce to you our AI features that will transform the way you interact with remote support sessions:
- Script Writer
- Session Insights
- Guide Creator (coming soon)
Script Writer leverages the power of Third-Party AI Providers to generate scripts. This innovative feature streamlines script creation, enabling you to automate tasks more effectively and increase productivity. With these features, we are laying the foundation for a more intelligent and efficient remote support experience powered by cutting-edge AI technology. Learn more about Script Writer here.
Session Insights automates documentation of sessions for better case review and handover, faster troubleshooting, knowledge transfer, improved auditing and proof of service. Sessions can be analyzed for comprehensive insights into the IT team’s work and recurring problems, helping to be proactive and to optimize support services. Learn more about Session Insights here.
How to generate session summaries with Session Insights?
Session Insights is an AI-powered feature, designed to allow you to generate concise summaries of TeamViewer support sessions performed by your company members.
Benefits of Session Insights
- Facilitates learning and continuous improvement from recent support cases, increasing productivity and efficiency in technical issue resolution.
- Provides efficient documentation for faster support case reviews and handover, enhancing collaboration and saving time for support teams.
- Offers a clear overview of services provided, ensuring compliance with requirements, proof of service, and increased customer satisfaction.
How to set up Session Insights?
Please find information about the set up here.
What IT- security is used to protect customers’ data?
TeamViewer upholds the highest encryption standards to ensure the privacy and security of your data. We strive to provide end-to-end encryption wherever possible. However, to enable our AI Services, full end-to-end encryption is technically not feasible, since the data must be "read" by the AI model to produce the requested output. For our AI Services, data is encrypted with a company-specific key and securely stored using Microsoft Azure’s storage encryption once uploaded. Your data remains protected from unauthorized access in transit and at rest. Furthermore, all session content will be de-identified as technically and economically reasonable (see below). For a comprehensive overview of IT Security measures in place, please see our Security Statement, and visit our Trust Center.
How does TeamViewer process customer data within TeamViewer AI Services?
When using the AI Services, TeamViewer and the third-party AI service providers act as your data processor and process data, including personal data, relating to your activities during the sessions and the Output. This includes in-session insights by TeamViewer and logging of raw data of your sessions. This session data will be securely sent to and analyzed by the third-party service providers transforming such raw data into actionable insights for you. Please find an overview of our third-party service providers and the tasks they perform in the TeamViewer DPA Annexes and in the Third Party Terms.
With AI Services, we endeavor to remove personal data for our customers at an early stage, i.e., before it is sent to the third-party service provider. The third-party service provider will apply further de-identification measures before creating the Output.
We also use the data collected from your feedback, usage, interactions, and Outputs of the AI Services in a de-identified manner for product improvement, specifically to improve Prompts and quality of the Output. Building on these learnings, we also constantly improve the de-identification measures for our customers. For this purpose, we apply the described measures above to de-identify the content data and to make sure that there is no longer a connection to the session participants.
Please see our Product Privacy Notice for more information about the processing of your personal data.
What kind of safeguards are provided within the AI Services?
TeamViewer is committed to providing the most trustworthy tools. For this reason, the input is filtered to prevent harmful content from being entered into TeamViewer AI Services, and the generated output can be monitored to detect biases in it.
With the introduction of TeamViewer AI Services, we are collecting additional user action data within sessions to enhance productivity and understanding. We have implemented de-identification processes to protect user privacy so that session content will be anonymized as far as technically and economically reasonable. Several layers of de-identification are applied to the collected content data to remove personal data (e.g., email address, passwords, URL parameters etc.). This process is continuously improved to provide a high-level of data protection and privacy.
Assist AR
Which features are available within TeamViewer AI Services for Assist AR?
Assist AR Session Summary (beta) builds on the live captioning and transcription features of Assist AR to provide you with a summary of your session. It offers clear summarization and content structuring to enhance communication and deliver documentation of the addressed issues and their respective resolutions.
What IT- security is used to protect customers’ data?
TeamViewer upholds the highest encryption standards to ensure the privacy and security of your data. We strive to provide end-to-end encryption wherever possible. However, to enable our AI Services, full end-to-end encryption is technically not feasible, since the data must be "read" by the AI model to produce the requested output. For Assist AR Session Summary, data is TLS encrypted in transit and stored locally on your device. For a comprehensive overview of IT Security measures in place, please see our Security Statement, and visit our Trust Center.
How does TeamViewer process personal data within TeamViewer AI Services?
When using the AI Services, TeamViewer and the third-party AI service providers act as your data processor and process data, including personal data, relating to your activities during the sessions and the Output. This includes in-session insights by TeamViewer and logging of raw data of your sessions. This session data will be securely sent to and analyzed by the third-party service providers transforming such raw data into actionable insights for you. Please find an overview of our third-party service providers and the task they perform in the TeamViewer DPA Annexes and in the Third Party Terms.
Please see our Product Privacy Notice for more information about the processing of your personal data.
Frontline (Beta)
Which features are available within TeamViewer AI Services?
TeamViewer Frontline Session Insights (beta) builds on the live captioning and transcription features of Frontline to provide you with a summary of your session. It offers clear summarization and content structuring to enhance communication and deliver documentation of the addressed issues and their respective resolutions.
What IT- security is used to protect customers’ data?
TeamViewer upholds the highest encryption standards to ensure the privacy and security of your data. We strive to provide end-to-end encryption wherever possible. However, to enable our AI Services, full end-to-end encryption is technically not feasible, since the data must be "read" by the AI model to produce the requested output. For Frontline Session Insights (beta), TLS encryption is used for sending the requests to the third party AI service provider. For a comprehensive overview of IT Security measures in place, please see our Security Statement, and visit our Trust Center.
How does TeamViewer process personal data within TeamViewer AI Services?
When using the AI Services, TeamViewer and the third-party AI service providers act as your data processor and process data, including personal data, relating to your activities during the sessions and the Output. This includes in-session insights by TeamViewer and logging of raw data of your sessions. This session data will be securely sent to and analyzed by the third-party service providers transforming such raw data into actionable insights for you. Please find an overview of our third-party service providers and the task they perform in the TeamViewer DPA Annexes and in the Third Party Terms.
Please see our Product Privacy Notice for more information about the processing of your personal data.
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