"Empowering IT professionals to reach 10x IT efficiency" is the vision of Atera, a software company based in Tel Aviv, Israel. Its AI-powered IT Platform with Azure OpenAI Service integration provides an all-encompassing view of IT activities, proactively identifying issues and offering immediate solutions. The AI engine also allows end users to troubleshoot and auto-resolve tickets without IT intervention. With this, IT professionals can focus on critical tasks, reducing the first response time to zero and enhancing IT teams' capacity exponentially. Atera's AI-powered IT Platform isn’t just a product, it is a gamechanger for IT management worldwide.
Atera was built with a singular vision: to reinvent the way IT works. Based in Tel Aviv, Israel, it services 11,000 customers across 105 countries and manages over 3.5 million devices. Atera’s artificial intelligence (AI)-powered IT Platform transforms and streamlines the work of Managed Service Providers (MSPs) and in-house IT teams. The platform is at the forefront of the industry, providing an all-encompassing view of IT activities and giving professionals a virtual command center. "Imagine having this platform where you can see both technical and operational IT activities, from the endpoint itself all the way to the network and security," begins Gil Pekelman, Co-Founder and CEO of Atera. "That's our all-in-one platform."
With the intention of increasing efficiency tenfold, Atera set its sights on a new horizon. "Existing IT management platforms essentially alert professionals to issues so they can fix them. That's convenient, but not truly groundbreaking,” explains Pekelman. “Our partnership with Microsoft and the integration of Azure OpenAI Service enables us to build a truly disruptive product. And we're not just building a product; we’re creating a new category with AI-powered IT." This means Atera’s IT management suite includes capabilities like AI-suggested solutions to help technicians solve complex problems and AI-generated scripts that save IT professionals hours each day.
“We're not just building a product; we’re creating a new category with AI-powered IT.”
Gil Pekelman, Co-founder and CEO, Atera
Embracing AI in IT management
The heart of Atera's AI-powered IT Platform beats with a purpose—empowering IT professionals to focus on critical aspects of IT management. "From the very beginning, we recognized that something wasn't right about the way IT professionals work—it was inefficient and full of repetitive tasks,” notes Oshri Moyal, Co-Founder and CTO of Atera.
The idea is to connect customers' helpdesks with the ability to take remote actions. Atera’s platform provides the ability to continuously monitor and collect metrics from the network, identify problems customers have, suggest solutions, and even fix remote machines. “We knew we wanted to solve this with AI,” recalls Moyal. “We created our own models, but when we discovered Azure OpenAI Service, we saw that it offered many new capabilities. The accuracy of its models, combined with our unique data, achieved tremendous results."
With the incorporation of AI, Atera’s AI-powered IT Platform revolutionized how professionals manage IT and how users receive support. “When customers contact IT support about problems, they get a response immediately, not an hour later,” explains Pekelman. “Our auto-pilot interacts with them, offering solutions that solve their problems on the spot with high accuracy.”
Atera’s two-tier support model enables the platform to handle complex issues as well. In case of escalation, Atera's co-pilot kicks in and the technician receives a summary, which includes the recommended solutions. “Instead of spending 20 minutes trying to understand the problem, 15 minutes deciding on a solution, and then possibly 40 minutes to remotely fix the issue or two hours writing a script to run it, the technician can focus directly on fixing the issue. All it takes is a few clicks, and the problem is solved. This change means a single technician can go from handling seven to 70 cases per day,” sums up Moyal.
Achieving 10x efficiency
Integrating Azure OpenAI Service into Atera’s AI-powered IT Platform has been transformative for end users. "Our increased efficiency means customers can continue with their daily tasks without much disruption. That has led to higher customer satisfaction,” says Pekelman. “Technicians can now focus on more high-value work. Before, our platform saved them 50 percent of the time spent managing IT. Since we started using Azure OpenAI Service, we have improved their efficiency by 10x.”
As the technology improves, Atera expects to see further increase in customer satisfaction, response times, and overall ticket resolution times. “There's actually a significant shortage of IT professionals globally, and they are usually overworked,” Pekelman elaborates. “When customers use our AI-powered IT Platform, we often see that those same, previously overworked professionals are providing better service and handling security and IT issues that they didn't have time for before.”
Charting the future of IT
Atera’s AI-powered IT Platform has been received with great enthusiasm and is already making waves across a spectrum of enterprises. “We are a small IT team, and these AI tools would significantly make their lives easier,” shares John Kim, Manager of IT at JD Sports.
The sentiment is echoed by Brian Jackson, Director of Information Technology at America’s Incredible Pizza Company. He says, “The AI tools (especially the script generator) within Atera have helped save me and my team a huge amount of time, it really is amazing!"
Even professionals in technology benefit from Atera’s solution. “As we continue to explore our automation and efficiency objectives, Atera's AI capabilities can provide our customers and engineers faster resolutions and deep insights at their fingertips,” says Corey Ayers, Director of Product Management at Trapp Technology.
Atera has its eye on a lot more developments in the coming years. "We have a large pipeline of things we want to do,” says Pekelman. “Considering the time companies used to spend waiting for IT staff to address issues, this new efficiency can have a macro impact. It’s already showing significant effects in the field.”
“Technician can focus directly on fixing the (IT) issue. All it takes is a few clicks, and the problem is solved. This change means a single technician can go from handling seven to 70 cases per day.”
Oshri Moyal, Co-founder and CTO, Atera
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