AI’s evolution in business is redefining operations and productivity. Learn how the role of AI as a collaborative assistant, not just automation, is shaping the future of industries.
Mei, as the CTO and CPO of TeamViewer, you’ve had a front-row seat to technological advancements. Can you share your perspective on how AI is evolving and how you see its role in business operations moving forward?
AI is certainly undergoing a significant transformation in how it’s being integrated into business operations. Our research shows that AI adoption has accelerated dramatically, with 79% of decision-makers now using AI weekly, compared to 52% in 2023. However, what I find most interesting is the potential for AI to evolve beyond simple automation into a truly collaborative tool for businesses. For example, a shift from purely text-based applications to rich, visual AI experiences will fundamentally change how businesses communicate and operate.
There’s been significant hype around AI fully automating business processes. Do you think this level of automation is realistic in the near future, or do you see AI playing more of a supportive, co-pilot role?
While there’s been considerable excitement about full AI automation, I believe we’re moving toward a more nuanced reality. AI will firmly establish itself as an intelligent assistant rather than a fully autonomous decision-maker. We see this with how organizations are using AI today – primarily for customer support, data analysis, and process automation. The future isn’t about full automation, but rather about practical, collaborative human-AI partnerships where human oversight remains crucial.
What do you believe are the key factors that will drive AI to become more of an intelligent assistant in business operations, rather than a fully autonomous decision-maker?
There are several key factors driving AI’s evolution as an intelligent assistant. Our research shows employees are already saving an average of 12 hours monthly through AI assistance – nearly two workdays. However, both technological limitations and regulatory considerations will keep full automation at bay through 2025. We’re seeing organizations achieve the best results when they focus on workflows that leverage AI’s strengths in processing data and generating insights while maintaining human judgment for critical decisions.
As AI becomes more integrated into daily workflows, how do you envision the relationship between human oversight and AI evolving, especially within enterprise environments?
The relationship between human oversight and AI will be characterized by collaborative partnership, not supervision. Our research shows this dynamic clearly – while AI adoption is increasing rapidly, human judgment remains crucial, particularly for critical decisions. Human oversight will continue to evolve alongside AI maturity, with different departments and industries finding their own balance points based on their specific needs and comfort levels.
How do you see business operations transforming as AI tools are increasingly implemented to assist employees and enhance decision-making?
As mentioned above, while current AI business applications primarily focus on text-based output, I predict 2025 will mark a dramatic shift toward rich, visual AI experiences. We’ll see business users move beyond text-based reports to interact with AI through dynamic visual content – from real-time video generations to interactive demonstrations and visual problem-solving guides. We’re already seeing early indicators of this transformation, but the real breakthrough will come as these capabilities are applied to business contexts, such as AI generating visual tutorials for technical support or creating simulations for training.
What challenges do you think organizations will face as they begin to adopt AI solutions, particularly when it comes to maintaining a balance between human intervention and automation?
Organizations face several key challenges in AI adoption but I’ll focus on two. First, the disparity in AI maturity across organizations will need to be addressed – while 72% consider their AI adoption mature, there’s a significant gap between IT decision-makers (79%) and operational technology leaders (62%). Second, and perhaps more crucially, AI’s environmental impact will shift from footnote to headline. As AI deployments scale and data centers grow, questions about power consumption and environmental sustainability will become impossible to ignore. Success will require finding the sweet spot between AI capability and environmental responsibility.
Which areas do you think AI will be most effective in driving productivity and collaboration within organizations?
While we currently see AI excelling in customer support, data analysis and process automation, the real transformation will come through edge computing and language models. By bringing AI capabilities directly to edge devices, organizations will be able to process and analyze in-session data in real-time, creating highly contextual and personalized experiences. This evolution from reactive to preventative solutions will fundamentally change how businesses approach problem-solving and service delivery.
How can businesses ensure that their workforce is equipped to work alongside AI and maximize the value of AI-powered solutions?
Organizations should focus their AI strategies on augmenting human capabilities rather than pursuing full automation. This means designing workflows that leverage AI’s strengths while maintaining human judgment for critical decisions. Companies must invest in training programs that help employees effectively collaborate with AI tools, focusing on areas where human expertise and AI capabilities can create synergistic outcomes. Our research shows this approach works – sectors with higher AI adoption rates are seeing greater time savings, demonstrating that success comes from enabling employees to work alongside AI effectively.
In industries like remote support, where TeamViewer is active, what unique role do you think AI will play in shaping customer and employee interactions?
In remote support, AI is set to play a transformative role. At TeamViewer, we’re seeing how AI can be combined with augmented reality (AR) and virtual reality (VR) technologies to create immersive support experiences. For example, we’ve developed solutions where technicians can identify and address issues faster, with onsite workers connecting with IT professionals live through 3D collaboration. This combination of AI with AR/VR is particularly powerful for training, troubleshooting and real-time support scenarios.
What are some of the key trends you foresee in the evolution of AI, and how can companies start preparing to harness its potential effectively
Looking ahead, I see several key trends shaping AI’s evolution. First, we’ll move from reactive to preventative solutions through edge computing and real-time analysis. Second, business AI will evolve from text-only to rich visual experiences, fundamentally changing how information is communicated. And importantly, AI’s environmental impact will shift to top of mind – as deployments scale, questions about power consumption and sustainability will become central to the conversation. Organizations need to prepare now by investing in edge computing infrastructure, developing strategies for visual AI content creation, and prioritizing energy-efficient solutions.
Mei Dent
Chief Product & Technology Officer at TeamViewer
Mei Dent is the Chief Product & Technology Officer at TeamViewer, and a member of the Executive Board and CPTO. Mei has an exemplary track record as a technology executive in the software and IT industry. She started her career as a software developer at IBM and spent nearly 25 years in various product and engineering related leadership roles at Canadian software giant OpenText. As part of the senior leadership team of the company’s software development organization, she was responsible for global engineering practices and processes for security, performance, user experience, as well as reusable and shared services. In her most recent role prior to joining TeamViewer, Mei was CTO at customer communications management and engagement software provider Doxim, where she led the entire technology organization and scaled it to support the company’s growth.