Robin takes the pressure off your team by handling first-tier support across email, chat, Slack, Teams, and your Service Portal. You may know it by its old stage names — IT Autopilot or AI assistant — but Robin’s still the same overachiever: it doesn’t just respond to end-user issues, it solves them.
Robin takes the pressure off your team by handling first-tier support across email, chat, Slack, Teams, and your Customer Portal. You may know it by its old stage names — IT Autopilot or AI assistant — but Robin’s still the same overachiever: it doesn’t just respond to end-user issues, it solves them.
What is Robin?
Robin is an AI assistant designed to interact with end users across multiple channels. It answers questions, offers guidance, and executes approved actions — helping end users resolve common IT issues before they reach your team. It's available 24/7, learns from the context you give it, and is available as an add-on priced per end user.
Robin capabilities
Instant response and support
Robin chats like a human (but faster), helping users directly from the Service Portal, email, Slack, or Teams. Whether it’s diagnosing a device issue or answering a general IT question, it responds right away with context-aware help that actually makes sense.
Robin chats like a human (but faster), helping users directly from the Customer Portal, email, Slack, or Teams. Whether it’s diagnosing a device issue or answering a general IT question, it responds right away with context-aware help that actually makes sense.
Device and cloud support
Robin doesn’t just sit in the cloud looking smart — it rolls up its sleeves. With access to your RMM and Helpdesk, it can diagnose and fix issues on the device itself or manage things from the cloud, no matter where your end users are.
Proactive solutions
Rather than wait for something to break, Robin keeps an eye out for trouble. It flags issues early, offers advice before things go sideways, and turns system data into simple, helpful actions.
Software management
Do your end users need to install or update pre-approved software? Robin handles it like a pro — no tickets, no delays. It installs, configures, and updates pre-approved tools upon request, so users get what they need without bugging IT.
Smart escalation
When an issue’s too complex (or just plain weird), Robin knows when to hand it off — sharing all the context, conversation history, and details your team needs to pick up seamlessly. And with full flexibility to assign, or reassign tickets between Robin and everyone else on your team, work can flow naturally in both directions — no restarts, no missing context, just continuous collaboration.
Reporting and analytics
See where Robin is crushing it — and where it could use a little coaching. Track engagement, resolution rates, and more to help you fine-tune its responses and get better over time.
Workflow awareness
Robin doesn’t just pull answers from your knowledge base or Google. It learns from your actual setup — your KBs, your enabled scripts, and the way your team solves problems. The more you teach it, the more helpful it becomes.
Password reset notification
When Autopilot identifies that a user has been locked out of their computer after reaching the maximum allowed number of unsuccessful login attempts—specifically, three consecutive failures—it immediately takes action to notify the end-user via email or SMS, prompting them to follow a streamlined process designed to help them regain access swiftly and securely.
Where is Robin?
Your users can interact with Robin in the Service Portal, via email, and their preferred workspace (Slack and Microsoft Teams).
Your contacts can interact with Robin in the Customer Portal, via email, and their preferred workspace (Slack and Microsoft Teams).
You control how and where Robin shows up — and what it can do. Make it smarter by choosing which scripts and KB articles it can access, giving you full control over how Robin integrates into both your world and your end users’ — tailored to your tools, your workflows, and your team. For more info, see Robin for end users
Why end users love it
Robin is always on, always available, and always friendly. It responds instantly, never judges, and is genuinely eager to help. Whether it’s answering a quick question, guiding someone through an issue, or providing a complicated fix, it’s all about fast resolutions without the friction. Whether they're emailing, chatting, or browsing the portal, Robin keeps the conversation (and the ticket) moving forward. And if it can’t solve something, it smartly escalates the ticket — with context — to your team, without getting in the way.
And because people like their routines — whether that means opening tickets through the portal, via email, or within Slack or Teams — Robin meets them where they are, so their experience is unified across platforms. Think of it like a space probe on standby, quietly orbiting, always available and ready to jump in.
Why your team will love it
Robin takes the grunt work off your plate. It cuts down on repetitive tickets, clears the low-hanging fruit before it clutters your queue, and speeds up resolutions with zero drama. Every interaction gets logged — conversations, context, the whole story — so if something needs to be escalated, it’s a smooth handoff, not a cold restart. Even when it can’t fully resolve the issue, Robin still helps by running diagnostics, identifying root causes, and delivering snappy summaries your techs can act on fast. It’s like having a rock-solid opener before the headliner takes the stage.
For more info on how Robin steps in, as well as how it suggests scripts and KBAs for you, see AI Center
For more info on configuring your Robin (including general setup, self-service actions, software permissions, and more), see Configure your Robin settings
How Robin works
Robin isn’t just a chatbot — it’s a decision-making engine that orchestrates tools across your IT stack to solve problems the way a human technician would.
Under the hood, it has access to:
- User account data
- Diagnostics tools to check system health
- Actions toolkit to run remote commands
- Software installation tools
- Your internal Knowledge Base
- Custom instructions you've defined
And we’re constantly expanding its reach, plugging in more sources of knowledge and capability.
Internally, Robin uses a set of LLMs (large language models) wrapped in orchestration logic — our own secret sauce — to analyze questions, assess device context, and determine the best next step. It works through problems like a technician would: running checks, interpreting results, and deciding what to do, only much, much faster.
If it can solve the issue, it will — right then and there. If it can’t, it won't stall, overheat, or question its purpose. Instead, it delivers the next best thing:
- Providing step-by-step guidance from your customer-facing KB articles, if available.
- Referencing custom instructions you've written for internal workflows, if available.
- Providing answers sourced from its LLM-based general IT knowledge.
And if the issue still isn’t resolved? It will escalate it — with context, summaries, and anything else your team needs to pick up the thread.
How Robin improves over time
Robin evolves through:
- Machine learning feedback loops: Robin learns from real-world interactions — every chat, command, and resolution helps the system fine-tune its responses and get smarter over time.
- User feedback: IT teams can provide direct input to improve the Robin's behavior, helping shape a more accurate and helpful AI experience.
- Continuous updates from Atera: We regularly ship improvements behind the scenes — from performance tweaks to expanded capabilities — so Robin keeps getting better without you lifting a finger.
