Australia – October 30, 2024 – TeamViewer, a leading global provider of remote connectivity and workplace digitalisation solutions, has announced the launch of its artificial intelligence (AI)-powered Session Insights, giving IT teams powerful tools to boost efficiency and streamline operations. These features automatically summarise remote support sessions and provide analytics, enabling faster handovers and smarter decision-making. By optimising resources and capturing valuable knowledge, the new capabilities empower IT support teams to resolve issues faster, improve customer satisfaction, and scale expertise, even with limited staff.

TeamViewer conducted global research among 1,400 IT, operational technology (OT), and business decision-makers, including 200 Australian decision-makers, ahead of the launch to gauge current attitudes toward AI. The findings were clear: 75 per cent of respondents worldwide agreed that AI is essential for boosting business efficiency; however, 36 per cent of Australian respondents report that their organisation is not mature when it comes to AI adoption. The AI Opportunity Report underscores the growing need for automation solutions like Session Insights, with 69 per cent of global respondents and 68 per cent of Australian respondents believing AI will drive the biggest productivity boom in a century.

As AI adoption grows, the results and benefits are becoming increasingly evident. For instance, IT professionals are leading the way in using AI tools, with Australian respondents currently saving an average of 9.5 hours each month, compared to the six hours saved by public sector employees globally with less advanced AI adoption. This evidence indicates a vast potential for additional productivity improvements as AI adoption continues to rise.

Andrew Belger, head of sales for Australia and New Zealand, TeamViewer, said, “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.”

Despite the enthusiasm for AI, decision-makers are becoming more pragmatic about its use. The global majority (61 per cent) agree that the AI hype cycle is over and businesses now want practical applications that deliver real-world results, though 11 per cent of Australian respondents report using AI for inspiration and ideation. Additionally, 29 per cent of Australian businesses trust AI to act on business forecasts, while 20 per cent trust AI to make decisions without human oversight. This observation is underpinned by 26 per cent of respondents worldwide warning that failing to adopt AI will lead to falling behind competitors, with 25 per cent foreseeing higher costs due to a lack of automation—challenges no organisation can afford to ignore in today’s business climate.

TeamViewer’s new AI-powered features directly address these concerns, offering practical benefits that can significantly enhance IT support operations. Automated case documentation addresses the critical yet time-consuming task of report writing, which often requires rigorous standards and can be a significant challenge for organisations. By streamlining this process, TeamViewer lets teams to capture and share collective expertise efficiently, enhancing overall productivity and allowing them to scale their capabilities, even with limited staff. The standardised session documentation speeds up troubleshooting and handovers, reducing mean time to resolution (MTTR) and boosting customer satisfaction.

Additionally, powerful analytics dashboards let businesses track and meet service level agreements (SLAs), identify recurring issues and troublesome applications, drive improvements, and optimise resources. By leveraging these features, companies can stay competitive and ensure their teams continuously improve through data-driven insights.

Mei Dent, CPTO, TeamViewer, said, “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.”

Beyond productivity benefits, AI is also proving pivotal for career advancement. According to the survey, 72 per cent agree that AI lets them focus on more high-level strategic work, while 70 per cent say it has helped them acquire new skills they otherwise wouldn’t have learned. Furthermore, 73 per cent view AI as a key skill for enhancing their careers, highlighting how the technology can both ease daily tasks and foster professional growth. Organisational support is key to this, with 63 per cent of Australian organisations supplying more AI training in the next 6-12 months.

Further Australian findings from the AI Opportunity Report:

• 81 per cent of respondents are using AI at least once a week in their jobs now which is almost doubled since last year (42 per cent)
• 79 per cent of Australian respondents reported that AI investments will increase in the next 6-12 months
• the top three ways AI is being used in Australian organisations include for customer support automation (32 per cent), data analysis (24 per cent), and process automation (23 per cent)
• the biggest barrier to adopting AI is a lack of education on how to use AI (38 per cent), followed by perceived security or legal risks (32 per cent)
• 34 per cent of respondents see themselves as “competent” using AI, while only 6 per cent felt they were “expert” in the technology.

About TeamViewer

TeamViewer is a leading global technology company that provides a connectivity platform to remotely access, control, manage, monitor, and repair devices of any kind – from laptops and mobile phones to industrial machines and robots. Although TeamViewer is free of charge for private use, it has around 640,000 subscribers and enables companies of all sizes and from all industries to digitalise their business-critical processes through seamless connectivity. Against the backdrop of global megatrends like device proliferation, automation and new work, TeamViewer proactively shapes digital transformation and continuously innovates in the fields of augmented reality, Internet of Things, and artificial intelligence.

Since the company’s foundation in 2005, TeamViewer’s software has been installed on more than 2.5 billion devices around the world. The company is headquartered in Göppingen, Germany, and employs more than 1,500 people globally. In 2023, TeamViewer achieved a revenue of around EUR 627 million. TeamViewer SE (TMV) is listed at Frankfurt Stock Exchange and belongs to the MDAX. Further information can be found at www.teamviewer.com.