TechForge recently caught up with Gil Pekelman, CEO of all-in-one IT management platform, Atera, to discuss how artificial intelligence is becoming IT professionals’ number one companion.
Can you tell us a little about Atera and what it does?
We introduced the Atera all-in-one platform for IT management in 2016, several years ago. And it is very broad. It’s everything from technical stuff like patches and security to ongoing support, alerts, automations, ticket management, reporting and analytics, etc.
Atera is a single platform that manages all your IT in a single pane of glass. Its strength – and we’re the only company that does this – is that it’s a single code base and a single database for all of it. The alternative, for many years, has been to buy four or five different products and connect them all in some way, which is usually very difficult.
Here, the fact is that it is a single code base and a single database. Everything is connected and streamlined and very intuitive. So basically you sign up or start a trial and within five minutes you’re up and running with it and logged in. It’s so intuitive.
We have 12,000+ customers in 120 countries around the world. The UK is currently our second largest country in terms of business. The US is first, but the UK is right behind.
What are the latest trends you see developing in AI this year?
From the beginning, we have been committed to embedding artificial intelligence into our company’s DNA. Our goal has always been to use data to identify problems and alert people so they can fix or avoid problems. Initially, we focused on leveraging data to deliver solutions.
For the past nine years, we’ve aimed to let artificial intelligence handle mundane IT tasks, freeing up professionals for more exciting work. With early access to Chat GPT and Open AI tools a year and a half ago, we pioneered a new trend we call Action AI.
Unlike generic Generative AI, which creates content like songs or emails, Action AI works in the real world, interacting with hardware and software to perform tasks autonomously. Our AI can understand IT problems and solve them on its own, moving beyond simple dialogue to real-world action.
Atera offers Copilot and Autopilot. Could you explain what these are?
The autopilot is autonomous. It understands a problem you may have with your computer. It is a widget on your computer and will contact you and fix the problem autonomously. However, it has limits on what it can and cannot fix. And everything he is allowed to face must be bulletproof. 100% secure or private. There is no chance of any damage being done or anything like that.
So if a ticket is opened or a complaint is made, if it’s outside of those limits, then it will trigger Copilot. Copilot empowers the IT professional.
They are both partners. Autopilot is a companion that removes password resets, printer issues, installs software, and more. – mundane and recurring issues – and Copilot is a companion to help the IT professional deal with the issues they face on a day-to-day basis. And it has all kinds of different tools.
Copilot is very elaborate. If you have a problem you can ask it and it will not only give you an answer like ChatGPT but it will investigate and run all kinds of tests on the network, computer and printer and come to a conclusion and take the action needed to its solution. But it won’t solve it. It will leave it to the IT professional to think about the different information and decide what they want to do.
Copilot can save IT professionals nearly half of their workday. While it has been field tested for some time now, we are excited to officially launch it now. Meanwhile, Autopilot is still in beta.
What advice would you give to all companies considering incorporating AI technologies into their business operations?
I strongly recommend that companies start incorporating AI technologies right away, but researching and choosing the right and secure AI production tools is vital. Incorporating artificial intelligence offers many benefits: it automates routine tasks, boosts efficiency and productivity, improves accuracy by reducing human error, and speeds up problem solving. That said, it’s important to choose the right AI builder that will help you reap the benefits without compromising on security. For example, by working with Microsoft, our customers’ data is safe—it stays within the system and the AI doesn’t use it to train or expand its database. This ensures safety while offering significant benefits.
The integration of artificial intelligence into our product focuses on two main aspects. First, your IT team no longer has to deal with mundane, frustrating tasks. Second, for end users, issues like broken printers, forgotten passwords or slow internet are resolved in seconds or minutes instead of hours. This provides a measurable and significant improvement in performance.
There are all kinds of AI out there. Some of them are more beneficial, some less so. Some are just Chat GPT in disguise, and it’s a very thin layer. What we are doing is literally changing the entire interaction with IT. And we know, when IT has a problem, things stop working and you stop working. Our solution ensures that everything continues to run smoothly.
What can we expect from artificial intelligence in the coming years?
Artificial intelligence is about to get much smarter and more aware. A notable development is his growing ability to reason, predict and understand data. This ability allows AI to anticipate problems and solve them autonomously, demonstrating an amazing level of reasoning.
We expect a two-fold advance: a rapid acceleration in AI intelligence and a substantial improvement in its empathic interactions, as demonstrated in the latest version of OpenAI. This development will change the way people engage with artificial intelligence.
Our work exemplifies this change. When non-technical users interact with our software to solve problems, AI responds with a very empathetic, human-like approach. Users feel like they are talking to a real IT professional, ensuring a seamless and comforting experience.
As AI continues to evolve, it will become increasingly powerful and capable. Recent breakthroughs in understanding the mechanisms of artificial intelligence will not only enhance its functionality, but also ensure its safety and ethical use, enhancing its role as a force for good.
What plans does Atera have for the coming year?
We are excited to announce the upcoming release of Autopilot, scheduled for release in a few months. While Copilot, the comprehensive suite of advanced tools designed specifically for IT professionals, has already been instrumental in improving efficiency and effectiveness, Autopilot represents the next major advancement.
Currently in beta so anyone who wants to try it already can, Autopilot interacts directly with end users, automating and resolving common IT issues that typically burden IT staff, such as password resets and printer malfunctions. By tackling these day-to-day tasks, Autopilot allows IT professionals to focus on more strategic and rewarding activities, ultimately improving overall productivity and job satisfaction.
For more information, visit atera.com
Atera is a sponsor of TechEx North America 2024 on June 5-6 in Santa Clara, USA. Visit the Atera team at booth 237 for a personalized demo or test your IT skills with the company’s first-of-its-kind AIT game, APOLLO IT, for a chance to win a prize.
Want to learn more about AI and big data from industry leaders? Checkout AI & Big Data Expo takes place in Amsterdam, California and London. The comprehensive event is co-located with other top events including; Intelligent Automation Conference, BlockX, Digital Transformation Weekand Cyber Security & Cloud Expo.
Explore other upcoming corporate tech events and webinars powered by TechForge here.