TeamViewer, a prominent global provider of remote connectivity and workplace digitalisation solutions, has launched new AI-powered features aimed at enhancing operational efficiency for IT teams.
The company’s latest offering, Session Insights, is designed to automatically summarise remote support sessions and deliver analytics, facilitating faster handovers and informed decision-making.
These innovations are expected to help IT support teams resolve issues more swiftly, improve customer satisfaction, and scale expertise even in the face of workforce limitations.
The announcement follows TeamViewer’s recent global research, which surveyed 1,400 decision-makers in IT, operational technology (OT), and business sectors, including 200 from Australia.
The findings revealed that 75 per cent of global respondents consider AI essential for boosting business efficiency.
However, 36 per cent of Australian respondents indicated their organisations are not fully mature in AI adoption.
According to the AI Opportunity Report, 69 per cent of global respondents and 68 per cent of Australian respondents believe AI will drive the largest productivity boom in a century.
As AI adoption accelerates, its benefits are becoming increasingly apparent. Australian IT professionals reported saving an average of 9.5 hours per month through AI tools, compared to six hours saved by public sector employees globally who are utilising less advanced AI solutions.
This trend highlights the potential for significant productivity gains as organisations continue to embrace AI technologies.
Andrew Belger, TeamViewer’s head of sales for Australia and New Zealand, commented, “In Australia, the potential impact and benefits of AI are being taken seriously with the government recently proposing the need for a modern and effective regulatory system to unlock innovation.”
“This demonstrates that AI can significantly elevate an organisation’s financial performance beyond streamlining operations. Solutions, like Session Insights, have a key role to play in helping organisations achieve these outcomes.”
Despite the optimism surrounding AI, decision-makers are taking a more pragmatic approach to its implementation. Globally, 61 per cent of respondents agree that the AI hype cycle is over, with businesses now seeking practical applications that deliver tangible results.
In Australia, only 11 per cent of respondents reported using AI for inspiration and ideation, while 29 per cent trust AI to act on business forecasts, and 20 per cent believe it can make decisions without human oversight.
Additionally, 26 per cent of respondents worldwide warned that failing to adopt AI could result in losing ground to competitors, with 25 per cent foreseeing increased costs due to a lack of automation.
TeamViewer’s new AI features are designed to address these challenges by providing enhancements to IT support operations.
Automated case documentation simplifies the report-writing process, allowing teams to efficiently capture and share collective expertise.
This streamlining is critical for improving overall productivity, particularly for organisations with limited staff.
Standardised session documentation also accelerates troubleshooting and handovers, reducing mean time to resolution (MTTR) and ultimately boosting customer satisfaction.
Moreover, the robust analytics dashboards enable businesses to monitor compliance with service level agreements (SLAs), identify recurring issues, and optimise resources.
By leveraging these capabilities, companies can maintain competitiveness and promote continuous improvement through data-driven insights.
Mei Dent, chief product and technology officer at TeamViewer, stated, “AI adoption is growing rapidly as businesses increasingly recognise its tangible benefits in driving productivity and streamlining operations.”
“With the launch of our new AI-powered Session Insights, we’re empowering organisations to make smarter decisions and optimise processes while upholding the highest security and data privacy standards.”
In addition to boosting productivity, AI is proving to be crucial for career advancement. According to the survey, 72 per cent of respondents believe AI allows them to focus on higher-level strategic work, while 70 per cent report that it has helped them acquire new skills.
Furthermore, 73 per cent view AI as a key skill for enhancing their careers, underscoring how the technology can both alleviate daily tasks and foster professional growth. Support from organisations is vital, with 63 per cent of Australian companies planning to provide more AI training in the next 6 to 12 months.
Key findings from the AI Opportunity report include:
- Eighty-one per cent of respondents use AI at least weekly, nearly double from last year’s 42 per cent.
- Seventy-nine per cent of Australian respondents anticipate increased AI investments within the next 6 to 12 months.
- The most common applications of AI in Australian organisations are customer support automation (32 per cent), data analysis (24 per cent), and process automation (23 per cent).
- The primary barrier to AI adoption is a lack of education on its use (38 per cent), followed by perceived security or legal risks (32 per cent).
- While 34 per cent of respondents consider themselves “competent” with AI, only 6 per cent feel they are “expert” in the technology.
This report highlights the attitudes of 1,400 decision-makers in IT, business, and operational technology across the UK, France, Germany, Australia, Singapore, and the US toward artificial intelligence.
