Supercharging IT: Hands-on with AI Copilot

Webinar transcript

Muna: Right, okay. Hi everyone again, welcome. Thank you for joining us today in this session, “Supercharging IT.” Today we’re going to focus on Atera’s Agentic AI Co-Pilot, part of our “Powering IT with Action AI” webinar series. If you’re joining us for the first time on an Atera webinar, we run our Action AI series almost on a weekly basis. We invite you to check out all of our webinars on the website. Today we’re going to focus on some of our latest capabilities, but our other webinars go in a deeper dive on each one of the sections, so please keep an eye out for that and let’s get started.

Before I introduce my lovely colleagues, I just want to go through the agenda. We’ll do a few introductions, we’re going to introduce you to Atera Agentic AI Co-Pilot, we’ll have a deep dive demo today, and then we are going to open it to Q&A. So please, if you do have any questions, don’t be shy to type in your questions in the Q&A box. We will be addressing them as we go through. Let’s start with those introductions. My name is Muna Assi, I head the product marketing team here at Atera, and I’m excited to be joined by my colleagues. Hello, Andrew. 

Andrew: Hi, hi everyone. Thanks for joining. 

Muna: Great. Andrew Friedman, Customer Success Manager, is going to be my co-host today. And we have Ariel Petsonk who’s with us today. Hi Ariel, thank you for joining. 

Ariel: Hello, hi everyone. 

Muna: Hi. Ariel’s going to be there in the background answering your questions, so please, if you have any questions, don’t be shy. Put them in there and Ariel will be addressing them. And I’m more than excited today to have Noam Haviv with us today. Hi Noam. 

Noam: Hi, hello everyone. 

Muna: Hello, thank you for joining us. Noam is our AI Co-Pilot Guru; she’s the full stack team lead here at Atera and she’ll be walking us through some of the latest innovations.

#Housekeeping 

Just a little housekeeping: we always get asked these questions, so let’s put them out there right at the beginning. This session is being recorded and it will be shared with all attendees after the webinar within 24 hours. I can’t repeat it enough, please feel free to ask your questions. You are muted but you have the opportunity to chat with us. At the end of this webinar, we will be launching a short survey. It helps us improve, it helps us bring the topics of interest. Please take a moment to respond, and we’d love to get your feedback. Without further ado, I think that we can dive deep into our topic today. If you don’t mind, we do want to hear your opinion. We’d love to know why you’re joining us today and we’re going to do that through a poll. You’ll see a button to the right of your screen that says “Poll.” You can go to the Poll tab and just respond. Let us know, are you currently using any AI tools or assistance in your work? Please visit the Poll tab and let us know your response. All you have to do is select and hit that submit button and we will see your responses. 

Andrew: Let’s see, what do we think we’re gonna get? Think you think regularly? I hope yes. 

Muna: We did say AI tools in general in your work. We are in the realm of IT, but let’s see. Okay, Andrew, what are we seeing here? What are most of the results? 

Andrew: Let’s see. Ah, awesome. We got yes, yes regularly. Not a lot of people felt confident to share the information. Please, let’s engage. We’d love to hear your feedback. But yes, regularly, that’s great and I guess that’s why we’re here today. Wonderful. 

#About Atera 

Let’s go back to our slides. For those of you that are new to Atera, Andrew, tell us a little bit more about us. 

Andrew: Absolutely. It’s great to have you guys here. We love doing this, we love that you join us. Please, like Muna said, ask questions in the chat or the Q&A. We love it; it’s why we’re here. For those of you who don’t know, you’re among 13,000 customers that we have. So you’re part of quite a big network and our tools keep expanding. You might have come to us for maybe just one solution and you’re not aware or maybe you forgot from the time you joined really our suite of solutions that we have. Looking at the graph right now, at the center of everything at our core is our Action AI, which we will discuss. But on the outer ring, you’ll see we’re really much more than that, and the Action AI could touch all of these features. We have a full app center you might not be aware of, those third-party apps. And that’s for cybersecurity, backup, password management. We have a lot there. We have, of course, our patch management, software deployment, our automations. We have billing for our MSP platform, as well as many other things. Our network discovery, which is great for finding all those devices easily and deploying our agents seamlessly, as well as alerting you to any risks. I would love if anyone feels like putting out there what features they’re really using Atera for. We can never hear it enough and we hope it’s meeting your business needs, of course. So please, please let us know.

#Industry Benchmarks and Challenges 

Muna: Okay, let’s see if we’re getting anyone. No? Okay, cool. So with this slide, you know, we hear from everyone about the benchmarks in the industry from all of our clients. You might not realize the response times and resolution times that the average could be 8 hours and 4 minutes for a response, which is a long time. Of course, it depends on the level of criticality of the alert, right, of the issue. But your client could be waiting that long, and up to 82 hours on average for resolution time, which is a lot. The top 20% have gotten the response time down to 1 hour and 43 minutes and resolution time to 43 hours. But the top 5% are responding in 16 minutes, and the resolution could still take 17 hours. This is all doing things manually and really taking a lot of your time as IT professionals. That’s basically what we’ve seen from that, correct? 

Andrew: Yeah, yes, absolutely. And again, as part of discussing with clients, we understand that it’s a key challenge as you’re looking to meet your SLAs, as you’re looking to improve your customer satisfaction rates and your response times. It can be a challenge, and the challenge is multifold. I think as part of that survey, we asked them and looked internally within our own Atera customer base. That gets us to the next slide about what are those top five time-consuming requests. Everybody wants to focus on what matters most; they want to do those big projects they’ve been putting on hold. So, Andrew, these are some of the responses that we got. What are we looking at? 

Andrew: Absolutely. I don’t know if anyone is surprised by these; please, again, we love the interaction. Let us know what you think. But what we found was that access and permissions take up 26% of your time, 24% is emails, 21% are hardware issues, 16% are software issues, and then 13% are performance and connectivity issues. I don’t know if this shocks anyone; we hear it all the time. And of course, we get excited that our tools have helped solve a lot of these issues in less time. 

Muna: Exactly. And I think from what I hear, one of the biggest issues is these password resets, right? Customers talking about, “All day long, I get, ‘Can you reset my password?'” You know, I don’t want to deal with those mundane, repetitive same questions over and over again. It’s not what you went into IT for; you did not go into IT to reset passwords. 

Andrew: Yeah, even though it is important, right? And I think this gets us into the segue of why AI has become a clear need for a tool like AI or an AI-powered solution that can drive productivity. And if we’re talking about productivity, let’s understand from our audience again. This is the last poll, so please bear with us. You came to hear about our AI Co-Pilot, but we’d love to know what is the primary reason for you to consider an AI Co-Pilot. So I’m going to launch our last poll. You saw some of the responses we got from our internal base about the repetitive or problematic areas, if you like. We’d love to hear from you. Is it improving productivity? Are you looking for more enhanced solutions? Please share with us. Is it all of the above? 

# Audience Poll 

Andrew: Wonderful. Great. So what are we seeing there, Andrew, from the responses? 

Andrew: Let’s see. I’m going to check right here. Okay, I think you have to pull up the responses. Maybe I’m not seeing them. I think we’ve got that. So I’ll tell you what I’m seeing. For some reason, I can’t push it up. It says automating repetitive tasks. That seems to be the one that’s most popular. 

Muna: Wonderful. So again, we’re here to talk about AI Co-Pilot and how it can help you automate and improve a lot of those ongoing tasks that you’re dealing with. 

#Traditional vs. AI-Powered Solutions 

So let’s move on here. Just give me a second to move back to the slide. Okay, so we have seen that what we’re calling forward-thinking organizations are looking to embrace an AI-first approach to customer service. When we say traditional versus software that is AI-powered, what are we seeing on the traditional side? Traditional software is static; it operates based on predefined rules. It often and most often requires a lot of manual data entry, and it requires you to have your own user decision-making. Obviously, with traditional software, you’re out there building the user skills. You need to know the menus, the commands, how to write scripts. You need to adapt to how the software works; it’s very software-centric. When we move into the realm of AI-powered solutions, with AI becoming part of the interface, the software is not putting you in that box anymore. You can say or write, “Hey, I want a script that can do XYZ,” and then instead of spending 20 or 30 minutes Googling, you get that right there and then. Basically, the software adapts to what the user wants and how the user wants to operate. It uses knowledge of business data that you have within your account. So it’s actually moving from the user adapting to the software to the software adapting to how the user wants to work. The software adapts and customizes the experience based on the data. # Introducing Atera’s Agentic AI Co-Pilot That’s where we’re going with Atera’s Agentic AI. So this is a great segue into what is Atera’s Agentic AI Co-Pilot, what we’re calling the IT companion. Atera’s Agentic AI Co-Pilot follows you throughout the platform. It’s up-to-date with all the relevant information for a specific issue. When we say Agentic AI, it’s really marking a paradigm shift. It’s now what we’ve seen as the third wave of AI. Unlike generative AI that creates content based on prompts, with Agentic AI we’re providing autonomous solutions. It’s proactive and it can solve really complex problems in most cases independently. Noam is going to show us in a bit our latest developments around Atera AI Agentic AI Co-Pilot. It’s context-aware; it augments, replaces in some cases, and supports the day-to-day work of IT professionals like yourselves. So it’s there to enhance your skills, efficiency, and productivity. 

Andrew: I also think for our Co-Pilot product, it’s a huge jump. For those who currently do have it, you’ll see it’s a huge jump.

#Introduction to AI Co-Pilot 

Andrew: From what you were able to do and for those that don’t yet have it, I think you’ll be pretty impressed. We’re very excited about it. 

Muna: Exactly, and within a few minutes, we’ll be showing that. For those who are not familiar with what this AI Co-Pilot suite entails, basically, the AI Co-Pilot, your companion, can assist an IT professional whether it’s a technician working in the remote monitoring domain, in the ticketing domain, or even a business owner looking for specific insights. The AI Co-Pilot can, on the ticketing side, suggest summarized solutions, suggest summarized tickets, suggest solutions. We have the script generator, we can create knowledge-based articles from tickets, and more importantly, what Noam is going to show us is all of the context-aware capabilities of your corporate data and how you can use that with the agent to analyze, diagnose, triage, and find immediate solutions. 

#Leveraging AI for IT Efficiency 

So back to the challenge that we saw earlier, right? We want to cut down resolution time. How do I leverage AI to improve my skills and help me resolve those faster? And I think, Andrew, correct me here, the first thing that we get asked is, okay, so why can’t I do that with ChatGPT? I’m doing some of that today. Anytime we have a conversation with a client about our Co-Pilot and AI, the first thing is, “I could do this on ChatGPT,” or, “You know, that’s gotten us through till now.” 

Andrew: If I could talk about that first tab of the Agentic AI integrated with the agent inside the device, it’s huge. What we have, of course, is that every device of yours has our Atera agent. So our Co-Pilot is chatting already with that agent and getting all the information from the device. ChatGPT cannot do that. You can’t connect your device to it. You have to maybe take a screenshot and put it in or whatever workaround. It’s actually going to add time instead of saving you time. So you’re essentially chatting with the device to find resolutions, which we’ll show you. It’ll suggest ideas, it could pull it based on the knowledge base that you build also with AI. So it’s like light years ahead of just using ChatGPT. There’s no comparison. 

Muna: Right, and I think adding to that, obviously, it’s targeted and contextual, which we’ll see in a minute. So it’s providing you there and then contextual answers to the things that it’s recognizing, and it’s also action-oriented output. So you will see in a minute, as it diagnoses, it will give you suggestions for actions to take there and then. Within the Atera platform, you can then automatically deploy it and resolve all within context. I think those are the standouts when we compare and when we hear clients talking about, “Why not through ChatGPT or any other AI IT solution?” 

Andrew: In short, with ChatGPT, you have to even prompt it that you’re an IT professional so it thinks like that. There’s just so much basic information you have to give ChatGPT as opposed to ours. It’s amazing once you see it go. Sorry, I’m just very excited about it. 

Muna: No, of course. I think if I’m going to bucket it into three main areas about how it can impact and improve your day-to-day work, we like to see AI Co-Pilot in three areas. One is handling those repetitive tasks which we talked about earlier. Whether it’s summarizing this long list of tickets and giving you a TL;DR, or even creating those knowledge-based articles that somebody else can then leverage the knowledge. You have a new technician or you’ve got a recurring issue and you want to figure out how to resolve this based on history. So getting rid of those repetitive tasks brings you a lot closer to the solution. Many times we may have a direction, we have some experience, but we’re not quite sure what the issue is. That’s where your IT companion comes in, analyzes in real-time, and can then suggest based on real visibility and real insights. The third pillar is really enhancing your skills. We are not all experts in scripting; we don’t all recall the command lines that we need or finding that OID for an SNMP device. That’s where Co-Pilot can then come in, enhance your skills, and provide you a better way to strategize around your business. # Demonstration of AI Co-Pilot Features I think without further ado, I want to hand it over to Noam to show us a lot of the exciting stuff that we just talked about. So Noam, I’m going to stop sharing now and let you take it over. 

Noam: Thank you, Muna. I’ll share my screen. Hi everyone, I will showcase two exciting new features: the Universal Co-Pilot and the Atera Account Data. These features are designed to enhance your experience and bring account-specific insights based on your account data. I’ll start with the Universal Co-Pilot. This feature enhances the Co-Pilot functionality, making it more intuitive and accessible across the platform. As you can see, we have a new floating button that will open the Co-Pilot from anywhere across the platform. Of course, you can still access the Co-Pilot chat from a specific ticket, device, or alert, but you don’t have to. Once you open the Universal Co-Pilot, you’ll see the new intro page. It’s a great way to understand all the new features and benefits of the Universal Co-Pilot right at the start. When starting a conversation with the Co-Pilot, you can ask a general question and just start talking, but you can also mention an entity like a ticket, an alert, or a device. You can mention it mid-conversation; it doesn’t have to be at the beginning of the conversation. Once you mention the entity, the conversation will have context related to this entity. For example, how do you mention a ticket? You can press the slash button right here or you can simply type it in. For example, I want to mention a ticket, so I can search for my password-related ticket. Once I press it, I can type in whatever I want or I can select from these three options. For example, I’m asking to recap a ticket. Once I send my request, you can see that the Co-Pilot is now contextual. It has context to the ticket. I can see if there is an agent related to the ticket, I can see the related agent, and that’s that. 

Muna: Noam, just before you continue, to put that into context, we have a technician that’s working the ticketing queue, but maybe I have a call from a client and I want to immediately find an issue that maybe was not part of the SLA and I haven’t yet addressed. With the Universal Co-Pilot contextual, that’s when I can go in and reference. I have the ticket number, the client name, or whatever it is that I’m searching. So that’s what we saw: quickly finding and contextually going into the device or the ticket to take action. 

Noam: Yes, exactly. Another really exciting feature that was highly requested is that now you can see your conversation history. It’s important to say this is your specific history, and you can see all of your other discussions. The best thing is when you go to a previous conversation, you immediately have the context of that conversation and you can just continue the flow there. If you remember you handled this ticket before, you can go and search it in the history. Another really exciting thing is the image analysis. For example, I’m starting a chat with the Co-Pilot and sometimes visuals can say more than words. I’ll just show a demonstration real quick. For example, I have this image and I’m saying, “I have this error, what can I do with it?” While it’s thinking and generating the response, I’ll show another really exciting thing. You can see the Co-Pilot is loading its answers and running diagnostics and generating a response while I can continue doing whatever I like. Once the response is generated and the Co-Pilot has answered, I get a notification telling me that I can go back to the conversation. As you can see, it says what the error message indicates and what we can do with it further on. 

Muna: This is absolutely amazing, Noam. I’m thinking, in those cases where some of the clients tell us, “I’ve got temp staff that’s coming on board, they’re not as experienced as my tier 2 and tier 3 technicians, how can I help them?”

# Upskilling and Immediate Problem Solving 

Muna: Upskilling, how can they immediately understand some of these issues? You know, I’m guessing a tier-one technician is not faced with these types of issues every day. So just putting in an image there and having the AI Co-Pilot analyze it and already suggesting solutions is amazing. 

Noam: Yeah, exactly. It’s huge. 

Muna: Exactly. Another thing is that you can now listen to the Co-Pilot’s answers and also send voice commands. This was a quick walkthrough of the Universal Co-Pilot features. It has a new look to it, and it’s all about making your workflow more seamless and effortless. So I’ll just refresh for a second and now I’m going to show the other exciting feature, which is the Atera Account Data. This feature brings powerful, account-specific insights regarding your account tickets and agents. I’ll just dive in and let’s start with a simple query. I’ll ask the Co-Pilot to show me all agents with inactive antivirus. 

Noam: The great thing about the Atera Account Data is that it pulls live data, ensuring you always have the most up-to-date information at your disposal. As you can see, it provided me with the agent that has an antivirus (Windows Defender) that is inactive or not updated. I got the response very quickly. Now, I’ll ask another question regarding my tickets. I’ll ask, “Please let me know the names that have open tickets and what these tickets are about.” 

Noam: As I mentioned, this data is based on your account data and your details. It’s permission-specific. I’m probably the best technician in the world, but it’s a development environment, so it can answer these types of questions. It can answer your questions regarding your agents and your tickets. It provides live data and it’s all about empowering technicians to ask the right questions and get instant answers. It can provide you with insights and help you get the information you need regarding your tickets or agents in one place with one query. I’ll show another example that I did earlier before all the tickets were resolved. Here is an example of this question being answered. You can see it provides the technician name, the open tickets, and what the tickets are about. 

Noam: That concludes the Universal Co-Pilot and Atera Account Data demo. # User Privileges and Data Access 

Muna: Amazing. Noam, just a quick question here regarding user privileges and rights and what type of data you can see. Do you want to address that? 

Noam: Yeah, it’s a great question. You can only see the data that you can see in the Atera platform. So, for example, if you have a technician that can view only certain customers, this data will be shown to him and not all the account data. It’s per technician, per permission. 

Muna: When we say account data, obviously, if I am HP and I’m running my data here with all of my employees, basically, I can only see the data that’s related to my company. Like you said, based on the rights of the technician, it’s another granular setting of only seeing what he has access to. Correct? In terms of the learning, earlier you mentioned to me one of the use cases is, “I just got a ticket and I believe I remember responding to something similar a month ago. Can you point me to a similar ticket?” Are we learning from the information? How does that work? 

Noam: It’s not exactly learning, but we do have all the information in hand. The account data knows all of the previous tickets. So in that case where you ask, “I know that I had a similar issue, how can I solve it?” or “How did I solve it before?” it knows to check the data of previous tickets with the same issue and, for example, provide the ticket’s resolution and therefore provide you with the correct data. 

Muna: Wonderful. Noam, thank you so much for highlighting some of the greatest capabilities. For some of you out there that still haven’t tried AI Co-Pilot, this is a great opportunity. We have an official launch of these capabilities coming out next Tuesday. If you don’t have it, this is a great opportunity to request an AI Co-Pilot demo at the top, and our team would be more than happy to work with you and explain further how you can get access to this. Now, I’d love to ask you, Andrew, to just give us a glimpse of some of the other areas where we can leverage AI Co-Pilot. # Leveraging AI Co-Pilot for Ticket Management 

Andrew: Absolutely. Let me go ahead and share my screen with you guys. Great. These are the capabilities that we currently have, whether you’re using it today or you’re not familiar with the ways that we could really save you time with either quick summaries or generating replies or troubleshooting like we said with the device. It is really remarkable. So I’m going to go over here to our ticket page on the left tab and I’m going to look at this first ticket here. You can see it’s “Cannot access shared network drive.” Now, maybe I’m the supervisor or maybe I’ve just been working on many different tickets and I finally got a response to it. When I go in, I don’t want to have to go look back at the conversation that was internal or external, what’s going on. So I could simply click the Co-Pilot button here on the right and it’s going to summarize the ticket for me right away. 

Andrew: Here we go, in a matter of seconds. It’s showing me what the summary is with the issue, what the troubleshooting steps that were taken, and what the outcome was if we are up to that, and then of course the actionable solution. Now, that’s just to get me up to speed. If I want to go ahead and write something back, I could go to the public reply. Let me close that, and I could go and ask it to generate a reply for me. You could even go ahead and change the sentiment if you wanted it to be more casual or more professional, whatever you want. You could tell your team, “I don’t know, maybe you want it to always be professional,” so you could set a rule to always make sure to hit that button so you don’t have to worry about the messaging going back and forth between your team and your clients and your end-users. You could really set the tone there. 

Muna: Great. Andrew, I’m sorry to interrupt you there, but that reminds me, you know, a lot of times it’s not about the skill set of writing, right? We get an annoying ticket there, and sometimes our emotions overtake us and we want to respond. This just makes sure that you have that consistency, as you said, and obviously it also supports multiple languages, right? That’s also critical. 

Andrew: Very cool. So you could go ahead and do that, and that really kind of helps you keep control without having to be on top of every little thing. What’s really great then from here is, let’s say you have a ticket that is resolved and you now want those steps, the troubleshooting steps, to be in your knowledge base so that way you’re not constantly getting tickets for the same thing. You could simply go ahead right here and generate an article. When you click it, it’s going to open a new tab to the knowledge base creation portal, and you’re going to see that it instantly fills in most of the information for you based on that ticket. You, of course, could come in here, you could edit it, you could delete, add more, whatever you want. You decide where it goes in. You still have complete control, but this is one of those huge time-saving capabilities, and it’s directly from the ticket. So it is your information still that you provided on resolution, and it’s simply going to add it to your knowledge base here. 

Andrew: Now, an added feature or assistance is when you’re inside the ticket. Let’s go back, and you’re in the Co-Pilot. Over here on the right, you have the summary. You might ask it follow-up questions. Like I said, you could chat with it here. It has all that information you didn’t have to provide, and you could say, “I don’t know…” what is another actionable item to resolve this? Great. Now, had you had that knowledge-based article, it would pull it for you and use it there as a suggestion and take that information. So again, you might have a seasonal hire or tier-one support that needs the knowledge base as a reference tool, but they don’t have to go in there and look; it’s going to pull it for them and you know they’re getting the correct information. That right there is huge for our clients; they love that it does that. 

Muna: I don’t think we managed to see your other tab where you opened the knowledge base. Could you maybe just show that in this tab? 

Andrew: Oh, it didn’t share that screen. Got it. Did it show when it generated it at all? 

Muna: No. 

Andrew: Cool, thank you. I was just talking to myself. I’m sorry, guys. Okay, so let’s do that again. Thanks, Ariel. So right here, again, I’m going to hit “Generate Article” and let’s go share that screen now. Sorry, there we go. So once I hit that button, it filled in all this information for you. As I was saying before, you could edit it, you could decide where it’s going to go within the knowledge base—if it’s active or maybe it’s a draft and you don’t want it live yet. Is it outdated? All this information really at the push of a button. I know for a lot of my clients, it’s been huge time savings because setting up a whole knowledge base in another platform takes time. So now you have all your information at the push of a button and it’s done. 

Andrew: Let’s go back to the other one. Sorry for bouncing around. Awesome. Now, the next part that I would like to show of our capabilities is, I’m going to go into our devices tab on the left here. Before we even go into a device or troubleshoot with the device, just in terms of the list of devices that you have here, one of the great capabilities is right here. We could go ahead and toggle on that “Ask AI” and it’s going to give you some suggestions. But I’m simply just going to write, “Show devices with patches available.” There we go. So now, right here, I have all of these devices with patches. I could then go ahead and take action from here. I could click on it, I could install the patch, and move on to the next. There are many things that you could do to save you time. Another one might be, “Let’s also look at the alerts. Devices with critical alerts.” There we go. So now I have a view and I can take actions from here to just handle those. I didn’t have to deal with going one by one looking at them. I know now this is my to-do list for the next—I don’t know, hopefully not too long because you have AI. 

Andrew: Moving on now, if I go back to the main, I’m going to pull up a device that I know I want to use. Let’s see. There we go. So I’m going to go inside this device. Now, this should look familiar to everyone. It’s our device page with all the great information. Of course, you could see the activity log. One part of our AI capabilities is that with Splashtop, you do get a really good summary of that connection and that remoting in that you did. So I’m going to look for anything with Splashtop. You could see here that these were just requested, so for whatever reason, the end user didn’t approve it, didn’t go through. But here we have a completed one. I could ask AI to generate the summary and it gives me a quick summary of what happened. So now, if I’m troubleshooting something or if I’m talking to that end user, I know what we’ve done in the past or what maybe another technician did. 

Andrew: What’s great now, again, is I’m going to go ahead and hit our favorite Co-Pilot button. It brings up a similar box. Now, what I might want to ask it is, “Show the memory storage.” Again, I can’t just go into ChatGPT like we said. I can’t just go in myself; I want to save time. Here we go, really fast. I can now see the breakdown of memory and how we’re doing. What’s really important is I didn’t have to get in touch with the end user and get them to be available so that I could get into the device and all of that. This is all before I even bother them. You could do all this troubleshooting. Another one could be, “Show software that needs to be updated.” This seems to be a very useful, very frequent issue or check that we want to do. Here we go, it’s reviewing, it’s retrieving the Windows update settings, it’s checking available patches. We can see it’s thinking again, directly in contact with this specific device. There we go. Okay, so we can see there’s a security intelligence update. That’s probably important. Would you like to proceed with the update? You could then talk with the agent and tell it what to do. Yes, proceed. It’s always going to ask you because it’s not going to take actions for you without your control. It needs your consent. You are still in control; this is your Co-Pilot. 

Andrew: For whatever reason, in this case, it won’t do it, but the point that I wanted you to see is it’s going to ask you. Very important. You also could just ask it general diagnostic questions. How do I make this device run faster? How do I clear up memory? It’ll give you suggestions and actionable items. It’s really, really important. Again, if tier one is the person working on it or someone seasonal hire, a new hire, it’s going to pull in from the knowledge base. 

Muna: Very cool. Andrew, this is absolutely great. If we want to connect it back to what Noam showed, right, so you’ve accessed Co-Pilot across the platform as we said, but obviously all of that is in that single entity that we had to the right that is contextual, that opens up the same area for chatting with our Agentic AI Co-Pilot with all of the history. Thank you so much for that. It’s amazing. Again, I encourage you all, we have deep dive sessions going on on a bi-weekly basis. If you want your own AI Co-Pilot demo, go ahead, hit that AI Co-Pilot demo button right at the top, and our team will be sure to reach out and provide you with additional information. Thank you, Andrew. Thank you, Noam. 

#Customer Success Stories 

Just to give you some insights about how other Atera users are loving AI Co-Pilot, from what we’ve seen and summarized, over the last six months, we’ve seen over 123,000 conversations with AI Co-Pilot. A feature which we didn’t see today: the command line generations—more than 89,000 command lines generated with the help of AI Co-Pilot. Health checks, the diagnostics that Andrew just showed you, looking at the health of the device and the suggestions. A great one now, which surprised me, was the creation of scripts—more than 47,000 scripts that have been created with AI and saved into our library. And obviously, 70,000 ticket replies. Amazing, right, Andrew? It’s a lot of information there. Back to when we talked about the features and benefits: removing those repetitive tasks, getting you closer to a resolution, and enhancing your skills. Time-saving, a lot of time-saving. Our audience today said they want automations, and I’m guessing with automations, they are looking at time savings. That’s definitely what we’ve shown in these Co-Pilot demos. Briefly, I do want to share one of our very many stories that we hear from customers. This is one from Innovate IT, one of our South African MSPs. They’ve been leveraging AI Co-Pilot quite heavily, especially in the ticketing domain. With Atera’s AI suggested solutions, we can promptly and efficiently resolve client issues. The great thing here, Andrew, is they’ve actually seen a 50% reduction in their first response time, which is great, and an increase in their net promoter score, so their customer satisfaction score, since they started leveraging AI Co-Pilot to address customer tickets. 

# Next Steps and Q&A 

With that, I want to move into the last area and then we’ll open it up. Ariel, if we’ve got any questions, now is the time. If you are ready to deploy Atera Agentic AI Co-Pilot, again, I invite you to schedule a consultation call. Our team will walk you through some of the time and money savings and, of course, the productivity that you can gain by leveraging Atera’s Agentic AI Co-Pilot. Don’t be shy; we’re not going to share costs here, but you’re more than welcome to speak to our team and they can get down into those details. Ariel, do we have any questions?

# Q&A Session 

Muna: We didn’t address as we were walking through that we’d like to bring up. Questions or if you learned something new about our capabilities that you didn’t realize it could do. So I think a few of the questions that came in were about, “Can the Co-Pilot act fully as a technician?” Basically, the answer is the Co-Pilot is here not to replace you or do your job for you but rather to be your technician’s assistant, to be your tier one, to help you as a technician in order to save time. As Andrew mentioned, not having to remote into your end users’ devices all the time allows you to focus more on strategic issues and not have to run diagnostics and remote into devices every day. So that was basically the gist of most of the questions around that. 

Ariel: Okay, great. And I think to that, we had the question about, “Can we register AI as an agent?” So similar to just what you talked about, Muna, I will say we do have a second solution that’s in beta. We’re not currently actively discussing it, but it’s an area where we do extend the AI agent to be in front of your end users. So yes, enhancing first response time, allowing end users to somewhat self-serve, and then that collects the data and escalates it up to a tech if it’s not able to resolve. We’re not talking about that autonomous agent, if you like, at this point. But to your question, the answer is yes, we do have a beta version of an autonomous agent that can work to address those tier one repetitive questions. But we’re not talking about that here. Obviously, our team would be more than happy to share if that’s relevant. 

Muna: Again, I don’t see too many questions, so I’m hoping that it was very clear and that Andrew, Noam, and myself were able to provide you all of the details that you came for today. Andrew, did you want to say anything before I remind everyone of our ongoing webinar series? 

Andrew: No, I think it’s important also just to talk about how this isn’t something new for Atera AI. I know we launched it last year, but the amount of years that have gone into building it with Microsoft and everything, it’s really light years ahead of other AIs. We’re just still beginning to see the benefits of it because it’s been learning. So it’s really cool to see as we keep releasing these new features what it can do. I know my clients are just constantly very excited when they see it, so I get very excited about it because I know it’s helping them.

Muna: Wonderful. Thank you, Andrew, for sharing. 

#Closing and Survey 

Just before we end, I will launch the survey. Please, it’s just a couple of questions. Take the time to answer. In this opportunity, I’ll say thank you to my co-hosts today, my colleagues Ariel, Andrew, and Noam. Thank you so much for joining me and for sharing this insightful information with our attendees today. Thanks, everyone. Let’s just hit that launch button before I forget with the survey. 

Wonderful. 

Thanks, everyone, and have a great rest of the day. 

Bye-bye.