• ScreenMeet AI Assist is the latest addition to the company’s remote support screen-sharing service, seamlessly integrating with customer relationship and IT service management systems.
  • ScreenMeet is employed by approximately 50,000 customer service agents globally and is installed on around 400 million user devices.

ScreenMeet, operating under Projector.is Inc. has unveiled an AI-driven assistant for contact center and IT help desk professionals. This assistant offers real-time troubleshooting support.

The latest addition to ScreenMeet’s remote support screen-sharing service is the ScreenMeet AI Assist. This component seamlessly integrates with customer relationship and IT service management systems from Salesforce Inc., Microsoft Corp., ServiceNow Inc., and Zendesk Inc. It empowers support representatives to remotely take control of any PC, Macintosh, or mobile device for diagnosis and repair, ensuring all data is written back to the host platform.

The added feature minimizes agents’ need to exit the CRM or ITSM platforms they currently utilize for issue investigation, resulting in potential time savings of up to six minutes per incident, according to the company. When faced with a question they cannot answer, service representatives can seek assistance from ScreenMeet AI Assist by typing a natural language query or prompt, typically receiving a response within seconds.

Co-founder and Chief Executive of ScreenMeet, Ben Lilienthal, said, “Representatives don’t have to be as highly skilled or have all the certifications because that is that big brother available over your shoulder whom you can call in case of an emergency.”

Point of Entry

The first version enables users to set up AI prompts and include contextual details about the remote support session, such as the customer’s device, operating system, and version. This customization allows for tailored responses to support cases. Users can select from various large language models accessible through application program interfaces.

Co-founder and Chief Executive of ScreenMeet, Ben Lilienthal, said AI Assist “is currently rather vanilla in that we create parameters based on the session, such as the fact that the customer is running a Windows PC on Lenovo hardware. Beginning in the second half of the year, they will be able to fine-tune their own versions.”

He mentioned that the upcoming objectives involve refining the assistant with customer-specific information. “While issues are being resolved, we can deliver root cause analysis back to the LLMs. The customer can take that and feed it back into whatever kind of proprietary model they want to create. We’re beginning to generate a data asset that the customer can take in the future and put into whatever model they want,” Lilienthal said.

ScreenMeet is utilized by approximately 50,000 customer service agents globally and is deployed on around 400 million user devices. To access endpoint devices, the service necessitates a downloadable or pre-installed plug-in. Additionally, a version is designed for software-as-a-service applications, eliminating the need for a download.

Lilienthal said, “We’ll be rolling gen AI into [the SaaS version] as well in the middle of the year, so we cover the entire waterfront of use cases.” ScreenMeet is still evaluating whether to introduce charges for the AI Assist feature.