Covering Disruptive Technology Powering Business in The Digital Age

Written by: Izzat Najmi Abdullah, Journalist, AOPG.

Insights from TeamViewer’s CEO, Oliver Steil

Customer support is undergoing a radical transformation in the Asia Pacific region, particularly in industries like agriculture and manufacturing, which have traditionally lagged behind in adopting cutting-edge technologies. These sectors often struggle with a mismatch between sophisticated machinery and the workforce’s ability to use it effectively.

This is the opportunity that TeamViewer saw with its Augmented Reality (AR) platform, which is used to bridge this sort of “gap” by offering real-time remote assistance that guides users through complex tasks.

Oliver Steil, the CEO of TeamViewer, during TeamViewer’s Experience Day in Singapore, believes that his company’s AR solution will allow businesses to troubleshoot, optimise, and enhance operations without even needing a technician on-site.

“With our AR solutions, companies can now guide customers in real-time, visually assisting them as if the support agent were right beside them,” he explains. This innovation is not only transforming how customer support is delivered but also redefining what businesses expect from such interactions.

Traditional Industries, Meet High-Tech Support

Think about traditional industries like agriculture or manufacturing. Historically, these sectors have relied on skilled labour, and training new workers to operate advanced equipment has always been a challenge. Yet, as Oliver points out, AR is bridging that gap. Farmers can now get real-time advice on optimising their equipment without waiting for an expert to physically arrive. No more guessing what button to push or which lever to pull – TeamViewer’s AR co-pilots operators through each step.

One of the standout examples of this transformation is the use of AR in agriculture. “Tractors today are highly sophisticated, but the drivers often aren’t trained to use all the features effectively,” says the CEO of TeamViewer.

“With our AR solution, we can connect the farmer to remote experts who will be able to guide them on how to get the best performance from their equipment. It’s like having an expert sitting next to them, showing them how to optimise fuel efficiency, increase yield, or reduce waste.”

The implications are massive. For remote regions where expert help is hard to come by, AR not only saves time and costs but also significantly improves productivity. It’s not just about fixing what’s broken – it’s about making sure nothing breaks in the first place.

AR’s Versatility Covers from Farms to Fast Food

It’s not only agriculture that’s benefiting from this form of high-tech upgrade. Emerging markets across the globe are quickly embracing AR technology to streamline customer support processes. Take Nadro, for example. The logistics company improved its order-picking time by 30% after integrating TeamViewer’s AR solutions. Even more impressive? Their onboarding and training times were slashed by 93%.

Think about that. We’re talking about an industry where every second counts. Delays in training can bottleneck operations, but with AR, employees can follow step-by-step instructions in real-time, directly on the warehouse floor. No need for lengthy training manuals or repeated sessions with trainers. “It’s fast, efficient, and significantly reduces errors,” Oliver notes.

And it doesn’t stop there. In the fast-food industry, a major chain in the Philippines used TeamViewer’s AR to train staff in food preparation, ensuring that each meal was made to exacting standards. Employees, using smart glasses, could follow AR-generated instructions to perform each step correctly, even in high-turnover environments. It’s a simple solution to a persistent problem: How do you maintain quality when your workforce is constantly changing?

Cutting Costs Without Cutting Corners

Aside from improving efficiency, TeamViewer’s AR platform also brings a significant financial advantage. Traditionally, companies had to send technicians or experts on-site for troubleshooting, a process that costs both time and money. Not anymore. AR allows experts to assist remotely, reducing the need for in-person visits and saving businesses considerable costs in the process.

“For industries in the Asia Pacific, where distances are vast and travel costs can be high, our AR solutions are a game changer,” Oliver points out. “Businesses can resolve issues faster and more efficiently, without the need for physical presence.”

Imagine a manufacturing plant in Vietnam with equipment that’s down. Instead of waiting days for a technician to fly in from another country, a remote expert can guide the on-site team through the troubleshooting process in real-time. The issue is resolved in hours rather than days, saving both time and money. The math adds up quickly – and fewer delays, less downtime, and more productivity.

Setting a New Standard for Customer Expectations

As AR becomes more integrated into customer support systems, it’s clear that customer expectations are rising. Companies that embrace this technology can offer more personalised, efficient service, distinguishing themselves from competitors who are slower to adopt. “We’re not just talking about making processes faster or cheaper,” he emphasises. “AR is reshaping how businesses interact with their customers. It’s setting a new benchmark for what exceptional customer service looks like.”

This shift in expectations is particularly evident in the Asia Pacific, where many industries are still in the early stages of digital transformation. Companies that adopt AR are leapfrogging their competition, offering services that are not just faster but smarter.

AI and AR To Be Bonded Together?

So, what’s next for AR in customer support? The TeamViewer CEO sees a future where Artificial Intelligence (AI) and AR work hand-in-hand to automate complex tasks and make customer support even more efficient. “We’re already exploring how AI can help automate the process of creating instructions for complex tasks,” he says. “Imagine being able to pull from the collective knowledge of every technician who’s ever worked on a machine and generate the best solution instantly for a new technician. That’s the future we’re building toward.”

The idea of mass adoption isn’t far-fetched either. Oliver is confident that more businesses in the Asia Pacific will adopt AR as they see the tangible benefits. “We’re already seeing significant interest from companies looking to modernise their customer support systems,” he says. “And as the technology becomes more accessible, I believe we’ll see a major shift toward AR as the go-to solution for customer support across industries.”

(0)(0)