AI
AUTONOMY NEEDS TRUST
As AI-driven automation moves deeper into the channel, the next competitive advantage won’t come from faster models or smarter workflows but from cultivating confidence in autonomous systems. Andrew Hewitt, VP Strategic Technology at TeamViewer, argues that trust will define how successfully partners harness AI to transform service delivery and operational efficiency.
A
I has already crossed an important threshold in the workplace. It’s no longer an occasional experiment but part of
everyday workplace technology, with 75% of workers using AI at least once a day. But the next transition will be more significant. AI is beginning to move beyond recommending a course of action towards being able to carry it out without being prompted. Tat shiſt towards autonomous AI has huge
potential for IT. A system could identify a deteriorating device before an employee notices a problem and remediate the issue automatically, only involving an IT professional when human judgement is required. For businesses, this could mean less downtime and fewer repetitive support tasks, giving IT teams more capacity to solve complex problems and focus on decisions that require expertise. Yet advances in the technology do not
necessarily mean that people are ready to move with it. While AI is now widely used in everyday workflows, 61% would prefer it to take no
22 | September/October 2026
independent action on their behalf, indicating a clear gap between adoption and confidence. For the IT channel, closing this gap will be one
of the defining opportunities of the next phase of workplace AI.
From AI assistance to AI action Until now, much of the enterprise AI conversation has focused on tools that help people complete tasks. An employee provides a tool with a prompt and then decides what to do with the output. Autonomous AI changes that relationship.
Instead of simply providing information, systems can increasingly detect a need and decide how best to tackle the problem, potentially even changing their logic to respond to never-before- seen conditions. IT is one of the first places where this has
become tangible. Recent analysis found that AI agents are already taking on a greater share of work where tasks are repeatable and structured. TeamViewer’s research points in the same
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