Tia (TeamViewer Intelligent Agent) allows you to enhance your remote support sessions by diagnosing and resolving issues more efficiently. It provides real-time guidance to troubleshoot technical problems on the remote device, making support faster and more accurate. One major advantage is that it can analyze the remote device’s performance and system data, offering tailored suggestions to solve the issue.
This article applies to Business, Premium, Corporate, and Tensor license holders running Windows on their devices.
Benefits
Tia provides fast, AI-powered analysis of system information collected from the remote device, enabling efficient troubleshooting without needing deep technical expertise.
Key advantages
- Rapid diagnosis of common issues like software crashes, slow performance, connectivity problems, and hardware malfunctions.
- Simplified analysis of complex system data through an accessible AI interface.
- Conversational experience similar to ChatGPT: Tia analyzes your questions in the context of the remote device’s data and considers the results of previous questions to deliver more accurate and relevant answers.
- Improved IT helpdesk KPIs, including reduced time to resolution, higher first-contact resolution rates, and lower support costs.
Prerequisites
Before using Tia, ensure the following:
- Both the supporter’s and the end user’s devices are running TeamViewer version 15.65 or newer.
- Tia is enabled in the Admin settings under AI settings.
- The new TeamViewer user interface is activated on the supporter's device.
Note: Tia is supported for connections from Windows to Windows and macOS to Windows, but not from Windows to macOS.
How to set up Tia
To set up Tia, please follow the instructions below:
- Sign in to your TeamViewer account within the TeamViewer client.
- Go to the Admin settings.
- Go to the AI settings, under Extensions.
- Activate AI features by clicking the Activate button.
- Confirm the terms and conditions for the use of the AI feature by clicking Accept.
- Enable the Tia toggle to activate the feature.
How to use Tia
To use Tia, please follow the instructions below:
- Start a remote session with the device you want to support.
- On the supporter’s in-session toolbar, click the Tia button.
- Describe the issue you face on the remote device in natural language (e.g., “The device is running slow”) and hit Enter.
Hint: You can request insights about the actual device and receive troubleshooting suggestions based on its real-time system data, but you can also ask any IT-related questions. - Wait for Tia to anayze the problem and suggest solutions or troubleshooting steps.
- Follow the suggested steps to resolve the issue.
- If needed, ask follow-up questions for clarification or additional support from Tia.
Hint: You can take a screenshot and include it in your conversation by clicking the screenshot icon, just under the text field.
AI credit-based payment model and free AI credits
Session Insights is part of AI-powered TeamViewer AI services, including Session Insights and Tia. The payment model for TeamViewer AI services is AI credit-based. When TeamViewer AI services are used in a remote session, one AI credit is consumed. For instance, generating a session summary and sending 12 messages to Tia as part of one remote session will consume one AI credit.
All customers receive a certain amount of monthly AI credit for free (Business: 5 AI credits, Premium: 10 AI credits, Corporate: 15 AI credits, Tensor: 50 AI credits); additional AI credits must be purchased.
The amount of AI credits available for consumption is displayed at the top right of the AI admin settings page. In the example below, a Tensor customer has yet to consume 0 out of 50 available AI credits; however, they can use TeamViewer AI services for another 50 sessions.
AI credits can be purchased in the customer portal and must be consumed within 12 months. Free AI credits are assigned on the first day of each month.
