Leading global provider of remote connectivity and workplace digitalisation solutions, TeamViewer, has launched its artificial intelligence (AI)-powered Session Insights, giving IT teams 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.
Global TeamViewer research, among IT, operational technology (OT), and business decision-makers, found that 75% of respondents agreed that AI is essential for boosting business efficiency; however, over one-third (36%) of Australian respondents report that their organisation is not mature when it comes to AI adoption.
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.
TeamViewer Australia and New Zealand head of sales, Andrew Belger 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% of decision makers expecting AI to have a favourable impact on revenue in the coming year, with an anticipated average growth of 211%. 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 enthusiasm for AI, decision-makers are becoming more pragmatic about its use. The global majority (61%) agree that the AI hype cycle is over and businesses now want practical applications that deliver real-world results, though 11% of Australian respondents report using AI for inspiration and ideation.
Additionally, close to one in three (29%) Australian businesses trust AI to act on business forecasts, while 20% trust AI to make decisions without human oversight. This observation is underpinned by 26% of respondents worldwide warning that failing to adopt AI will lead to falling behind competitors, with 25% foreseeing higher costs due to a lack of automation.
TeamViewer’s new AI-powered features offer practical benefits that can significantly enhance IT support operations. Automated case documentation addresses the critical task of report writing, which often requires rigorous standards. By streamlining this process, TeamViewer lets teams capture and share collective expertise efficiently, enhancing overall productivity and allowing them to scale their capabilities. The standardised session documentation speeds up troubleshooting and handovers, reducing mean time to resolution (MTTR) and boosting customer satisfaction.
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.
TeamViewer chief product and technology officer, Mei Dent 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% of decision-makers worldwide now engage with AI at least weekly, a notable rise from last year’s 52%. 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.”