TeamViewer unveils new AI tool to boost business efficiency

TeamViewer has announced the launch of its new AI-powered feature, Session Insights, following research indicating a significant need for practical AI solutions in businesses globally.

The company's global research surveyed 1,400 IT, operational technology (OT), and business decision-makers, including 200 from Australia, to assess current attitudes towards AI.

The findings indicate that while 75 per cent of respondents worldwide view AI as critical for enhancing business efficiency, 36 per cent of Australian organisations are not yet mature in their AI adoption.

The AI Opportunity Report highlights that 68 per cent of Australian respondents and 69 per cent of global respondents believe AI will spearhead the largest productivity boom in a century.

Andrew Belger, Head of Sales for Australia and New Zealand at TeamViewer, noted the substantial returns from AI investments. "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. AI is undeniably an investment but the returns are substantial, with 61 per cent of decision makers expecting AI to have a favourable impact on revenue in the coming year, with an anticipated average growth of 211 per cent. 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," he stated.

Session Insights aims to aid IT teams by automating the summary of remote support sessions and providing analytics, which can lead to faster handovers and improve decision-making processes. These features are designed to help IT support teams resolve issues more quickly, potentially increasing customer satisfaction and scaling the expertise of teams, even when staffing is limited.

The research revealed that Australian IT professionals are currently saving an average of 9.5 hours per month through AI tools.

This number stands in contrast to the international average, where public sector employees save about six hours monthly, indicating a significant potential for productivity improvements as AI adoption increases.

Globally, 61 per cent of decision-makers concur that the AI hype has ended, highlighting a shift towards actionable AI solutions with tangible business benefits. However, 11 per cent of Australian respondents reported using AI predominantly for inspiration and ideation. This is further reinforced by the concern that 26 per cent of global respondents feel not adopting AI could result in falling behind competitors, with 25 per cent anticipating elevated costs due to a lack of automation.

Mei Dent, CPTO at TeamViewer, commented on the rapid growth in AI adoption. "AI adoption is growing rapidly as businesses increasingly recognise its tangible benefits in driving productivity and streamlining operations. Our research also reveals that 79 per cent of decision-makers worldwide now engage with AI at least weekly, a notable rise from last year's 52 per cent. With the launch of TeamViewer's new AI-powered Session Insights, we're empowering organisations to make smarter decisions and optimise processes while adhering to the highest security and data privacy standards."

"We uphold stringent encryption practices to safeguard customer data, ensuring secure processing, while also providing admins the control to enforce company-wide policies and keeping users informed every step of the way," she expressed.

The Australian data also indicates an increase in AI usage for customer support automation (32 per cent), data analysis (24 per cent), and process automation (23 per cent). Nevertheless, barriers such as a lack of AI education (38 per cent) and perceived security or legal risks (32 per cent) remain.

Beyond these practical applications, AI is proving to be a critical tool for professional development. The research suggests that AI is facilitating career advancement, with 72 per cent of respondents noting it allows them to focus on more strategic work, and 73 per cent believing AI is a vital skill for career enhancement.

TeamViewer's new tools aim to support these trends by enabling more efficient sharing of expertise and improved resource optimisation through data-driven insights.