Atera, in collaboration with Microsoft Azure and OpenAI, is excited to introduce a suite of cutting-edge AI capabilities designed to transform your IT management experience. Our advanced AI tools are meticulously engineered to deliver operational consistency and streamline repetitive tasks, significantly enhancing your efficiency and productivity. With these powerful AI capabilities, you can revolutionize your IT management processes and unlock new levels of performance.

Frequently asked questions

This section will cover the frequently asked questions regarding the Atera AI Integration.

Q: What is the purpose of Atera's Copilot?

A: Atera's AI features aim to enhance productivity for both end users and technicians. By leveraging our AI capabilities, end users can reduce interaction time with support technicians, leading to quicker resolutions for their incidents, requests, or inquiries. This enables end users to swiftly return to their day-to-day tasks, significantly boosting productivity. Additionally, technicians benefit from Copilot's AI capabilities, enabling them to handle tasks and tickets at a much faster pace, reducing work time, and providing superior solutions, ultimately increasing end-user satisfaction.

Q: What capabilities does the Atera Copilot offer?

A: The Copilot provides a range of powerful capabilities, including:

• Script generation: Generate .bat, .ps1, and .sh scripts tailored to your requirements. Learn more
• CLI command generation: Generate commands on the fly, saving time and effort. Learn more
• OID generation: This feature reduces search time and enhances efficiency by generating Object Identifier (OID) values. Learn more
• Ticket sentiment analysis: Atera's AI-powered sentiment analysis provides insights into the emotions expressed by your end users in their support tickets. Learn more
• Ticket to KBA generation: Instantly generate a knowledge base article from a ticket to maintain a dynamic and up-to-date knowledge base. Learn more
• Compose ticket replies: Generate personalized responses that can be instantly rephrased, adjusted for formality, or made more casual with just one click. Learn more

These capabilities empower you to automate tasks, improve ticket management, and gain valuable insights, ultimately enhancing your IT management experience. To learn more about the AI capabilities offered by Atera, see Atera's AI capabilities

Q: Which AI service does Atera utilize?

A: Atera utilizes Microsoft/Azure OpenAI to deliver advanced AI capabilities and ensure the highest level of security for its users.

Q: Which versions of OpenAI does Atera run on?

A: Atera runs on ChatGPT 4.0.

Q: Where does the Copilot gather information to provide suggestions?

A: The Copilot gathers information from a secure, internally managed database that includes account data and a knowledge base to provide suggestions. It also collects information from end users' devices.

Q: Can the Copilot utilize information from my knowledge base to resolve tickets?

A: Yes, the Copilot can access your knowledge base articles to generate responses, in addition to the repository of known issues. Leveraging this knowledge base enables technicians to provide tailored solutions and responses, enhancing end-user satisfaction and expediting resolution times for repetitive tasks.

Q: Do my prompts or queries contribute to the public model of Azure OpenAI? Do my prompts contribute to Atera’s AI algorithm?
A: Your usage has no impact on the public model. Your inputs, outputs, embeddings, and knowledge base (KB) content are inaccessible to other customers, and they are not used to train Atera or Azure OpenAI’s AI algorithms or any Microsoft or third-party products.

Q: Is the Copilot a self-learning AI?

A: No, the Copilot is not a self-learning AI.

Q: If the model is using information from our own tickets or knowledge base articles, will this information stay ours?
A: Unique contextual information and KB articles data will be accessible exclusively to the people included in the account, with potential data filtering within the account based on customer/site distinctions.

Q: How will AI be made more context-aware and secure simultaneously?
A: Atera ensures AI is more context-aware and secure by using Microsoft Azure OpenAI, adhering to high data privacy and security standards. We implement strict data privacy protocols to ensure customer data isn't used to enhance AI models, and personal information isn't shared beyond what is necessary for service provision. Additionally, content filtering systems mitigate harmful outputs, maintaining secure and responsible AI usage.

Q: How do you treat company confidential information that is inputted into the AI engine?
A: The information inputted into the AI engine is similar to any information that is written in a ticket within the Atera platform, and we adhere to our Terms of Use

Q: How do you treat personal information that is put into the AI engine?
A: Personal information included in the AI ticket is subject to our Data Processing Addendum (DPA). Any personal information shared with Microsoft is processed according to the DPA between Microsoft and Atera.

Q: How does Atera manage the lifecycle of the data input into its system?
A: The data is stored as part of the conversation entity, exclusively accessible for the specific customer/account. Notably, it is not separated from the ticket entity but stored as part of the conversation entity.

Q: Are the Copilot's AI-generated scripts reliable and safe to use?
A: AI-created scripts are subject to inaccuracies, similar to other AI deliverables. We leave the responsibility in the hands of the technician to review and verify scripts before executing them.

Q: Are the script-based actions available for use in the end-user portal reliable and safe to use?
A: The actions available within the end-user portal utilize pre-configured templates and models tested for efficiency and safety, ensuring high-quality and reliable outcomes. All actions are designed to provide basic troubleshooting capabilities.

Q: Does Atera update the version of the AI modules used for the AI features available within the dashboard?
A: Yes, Atera updates the AI modules within the system, ensuring the Copilot uses the latest technology and remains effective.

Q: Is there a way to turn off/disable specific AI features, while leaving access to others?

A: The Copilot offers various capabilities, most of which are on-demand and integral to the Atera platform, providing valuable assistance and support throughout your IT management experience. You can however opt out of the sentiment analysis feature.

Q: In which languages does the Atera Copilot operate?

A: The Copilot has been localized for Atera's supported languages: English, French, German, Italian, and Spanish. However, some features, such as health checks and actions, may have full support only in English.

Q: Does Atera use my data for training its or its providers’ AI model?

A: No, Atera does not use your data to train its or its providers’ AI model.

Q: How does Atera handle AI hallucinations?

A: Atera leverages Azure OpenAI's models, which are trained on diverse, high-quality datasets and regularly updated to integrate new information and correct biases. Additionally, Atera follows guidelines and strategies designed to minimize AI hallucinations in AI outputs.