Harnessing the Power of AI in Business: Insights from Gil Pekelman of Atera
Duncan is an award-winning editor with more than 20 years experience in journalism. Having launched his tech journalism career as editor of Arabian Computer News in Dubai, he has since edited an array of tech and digital marketing publications, including Computer Business Review, TechWeekEurope, Figaro Digital, Digit and Marketing Gazette.
TechForge recently caught up with Gil Pekelman, CEO of all-in-one IT management platform, Atera, to discuss how AI is becoming the IT professionals’ number one companion.
Can you tell us a little bit about Atera and what it does?
We launched the Atera all-in-one platform for IT management in 2016, so quite a few years ago. And it’s very broad. It’s everything from technical things like patching and security to ongoing support, alerts, automations, ticket management, reports, and analytics, etc.
Atera offers a unified platform that allows the management of all your IT from a single dashboard. Its unique selling proposition lies in the fact that it operates on a single codebase and database, unlike traditional solutions that require multiple products to be interconnected, often with great difficulty.
The robustness of Atera lies in its unified codebase and database design. This fosters efficient connectivity, streamlining, and an intuitive interface. Users can easily sign up or begin a free trial and get started within minutes due to its user-friendly design.
Boasting a vast customer base of over 12,000 from 120 different countries, Atera’s largest markets are currently the United States followed closely by the United Kingdom.
The AI industry is continuously evolving. What trends have you observed in the current year?
Our journey began with a commitment to embed AI within the heart of our company. We strived to exploit data for identifying potential problems and notifying humans for fixing or circumventing them. Initially, the emphasis was put on using data for shaping solutions.
For the last nine years, we have been directing our efforts to assign commonplace IT tasks to AI, thereby liberating professionals for more interesting jobs. With the privilege of early access to Chat GPT and Open AI tools about eighteen months back, we’ve been leading in the trend that we’ve named as Action AI.
Unlike generic Generative AI that produces content such as songs or emails, Action AI works in the actual world, negotiating with hardware and software for carrying out tasks independently. Our AI system is proficient in comprehending IT issues and fixing them independently, advancing beyond a simple conversation to concrete action.
Could you shed some light on what Copilot and Autopilot offered by Atera are?
Autopilot operates independently, interpreting and resolving potential issues with your computer. As a widget, it works interactively on your device, remedying problems on its own. It functions within set perimeters, specifically addressing issues it has been programmed to deal with and ensuring utmost security and privacy. In no event, it endangers or potentially compromises the system.
When an issue falls outside Autopilot’s defined limits, like a significant complaint or a ticket that opens up, the Copilot is activated. This feature enhances the capabilities of an IT professional.
Both Autopilot and Copilot serve as partners to the users. Autopilot tackles trivial and repetitive tasks such as password reset, fixing printer issues, or installing software. Simultaneously, Copilot aids IT professionals in routinely dealing with complex problems by providing multiple tools.
Copilot possesses extensive attributes. Upon facing a problem you can ask Copilot for assistance, and it does more than just providing solutions like a chatbot. It performs extensive research and executes various tests on the entire network, comprising the device, printer, etc. It sums up the findings, formulating the required action to resolve the problem. However, it doesn’t fix the problem itself; instead, it leaves the final decision on the IT professional, allowing them to consider the information and determine the best course of action.
There’s been considerable time and effort invested in the validation of Copilot, which promises IT professionals a remarkable time-saving capacity, roughly 50%. And we’re thrilled to officially introduce it after successful field testing. Autopilot, however, is still under development and testing.
Considering the integration of AI technologies into business operations, what suggestions would you make to businesses contemplating this transition?
My strongest advice is for businesses to commence the integration of AI technologies at the earliest, but exercising due diligence in selecting secure and highly efficient generative AI tools. The advantages of integrating AI are manifold – automation of repetitive tasks, enhancement of productivity and efficiency, reduction in human error to improve accuracy, expediting problem-solving. However, ensure that the chosen AI tool is trustworthy and doesn’t compromise on security. In our partnership with Microsoft, we ensure complete data security for our customers. The data remains within the system and is not employed for training or expanding AI databases. This approach guarantees safety and substantial benefits.
We have incorporated AI into our product, focusing primarily on two aspects. Firstly, your IT team is relieved from dealing with repetitive and annoying tasks. Secondly, end-user issues like malfunctioning printers, forgotten passwords, or slow internet connections are addressed efficiently, significantly reducing resolution time from hours to a matter of seconds or minutes.
Various types of AIs exist in the world. While some prove to be highly useful, others not as much. Hidden under a thin veil, some are merely computer-based conversation simulators. Our mission is to revolutionize the interface with IT. We understand that when IT encounters a glitch, things stop, thereby halting your work. Our approach ensures continuity of operation.
In the upcoming years, what developments can we anticipate from AI?
The intelligence and awareness of AI are predicted to witness significant growth. One extraordinary progression is AI’s increasing ability to analyze, foresee, and comprehend data. This ability allows AI to predict problems and solve them independently, demonstrating a remarkable reasoning capacity.
We foresee dual progression: a swift surge in AI’s intellect and a notable increase in its empathetic interactions, as reflected in the latest release from OpenAI. This progression is set to revolutionize human interaction with AI.
Our tasks embody this transformation. AI responds with a profoundly empathetic, human-like demeanor when non-technical users engage with our software to tackle problems. Users have the sensation of communicating with a real IT specialist, ensuring a smooth and reassuring experience.
As AI keeps developing, it will become increasingly potent and competent. Recent leaps in understanding AI’s mechanisms will not only strengthen its functionality but also maintain its safety and ethical usage, reinforcing its status as a beneficial force.
What is Atera planning for the coming year?
We’re thrilled to reveal the forthcoming introduction of Autopilot, scheduled for launch in the coming months. Although Copilot, our all-encompassing set of advanced tools created particularly for IT professionals, has been pivotal in enhancing effectiveness and efficiency, Autopilot signifies the following substantial advancement.
Currently in beta, Autopilot is available for anyone who wants to give it a try. It directly communicates with the end users and automates common IT issues such as password resetting and printer problems. These are typically the issues that burden the IT staff, and by taking care of them, Autopilot allows IT professionals to concentrate on more strategic and fulfilling tasks, improving the overall productivity and job satisfaction.
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Atera is sponsoring TechEx North America 2024 that is set to happen on June 5-6 in Santa Clara, US. Visit Atera’s booth, booth 237, for a personalized demo or for an opportunity to test your IT skills with APOLLO IT, the company’s unique AIT game. There’s also a chance of winning a prize.
Interested in learning more about AI and big data from industry leaders? Have a look at AI & Big Data Expo that is happening in Amsterdam, California, and London. This comprehensive event will be taking place alongside other major events such as Intelligent Automation Conference, BlockX, Digital Transformation Week and, Cyber Security & Cloud Expo.
Explore other upcoming enterprise technology events and webinars powered by TechForge here.
Tags: Atera, automation, cybersecurity, IT support
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