Robin is the new name for IT Autopilot, your end-user–facing support assistant. Think of it as the teammate you “send in first” when employees need help: Robin handles the back-and-forth, gathers context, and works toward resolution so your technicians can stay focused on higher-value work instead of repeating the same fixes all day. It’s the same IT Autopilot experience you’ve already rolled out and rely on today. Nothing about how it works, what it can resolve, or how it fits into your support flow is changing — it’s simply showing up under a new name.

What’s changing

• Just the name: Nothing about how it works is changing. Same capabilities, same workflows, same outcomes — Robin is simply the new name your end users will see.
• No added cost: If you already subscribe to IT Autopilot, you’re already covered. There’s no upgrade, no add-on, and no extra charge — think of it as the same assistant, just wearing a new name tag.

Where you’ll see “Robin”

If your end users are used to seeing “AI assistant” in the portal, in emails, or in chat channels like Slack and Teams, give them a quick heads-up that the assistant will now show up as Robin. And yes, it’s still the same helpful assistant — Robin isn’t here to start trouble, just to help get issues off their plate.

Other communication channels

IT Autopilot will now appear as Robin across other supported communication channels (Microsoft Teams, Slack, etc.).

FAQ

Is Robin a new product?

No — Robin is simply the new name for IT Autopilot. Everything you already know and rely on stays the same; it’s the same capabilities and same experience, now under a refreshed name.

Does Robin cost extra?

No — there’s no added charge for the name change. If you already subscribe to IT Autopilot, you’re already getting Robin… it just showed up with a new name tag.

Will this change what Robin does or how it works?

No — this is a naming update only. Robin works the same way IT Autopilot does today, with the same capabilities, behavior, and support flow; you’re just going to see the new name wherever it shows up for end users

We renamed the “AI assistant” to our own custom name. Will it change?

Yes. Any custom assistant name will be replaced with Robin throughout your communication channels (Service Portal, email, Teams, etc.). To avoid confusion, we recommend notifying your end users that they will start seeing Robin as the assistant name going forward.

Yes. Any custom assistant name will be replaced with Robin throughout your communication channels (Customer Portal, email, Teams, etc.). To avoid confusion, we recommend notifying your end users that they will start seeing Robin as the assistant name going forward.

We never renamed it. What happens?

If you didn’t rename the AI assistant in AI Center > General settings, the default name will change to Robin in the Service Portal and in email communication. To avoid confusion, we recommend notifying your end users that they will start seeing Robin as the assistant name going forward.

If you didn’t rename the AI assistant in AI Center > General settings, the default name will change to Robin in the Customer Portal and in email communication. To avoid confusion, we recommend notifying your end users that they will start seeing Robin as the assistant name going forward.

Where will the Robin name appear?

Robin will appear across communication channels (Microsoft Teams, Slack, etc.). It will also appear as Robin in email and the Service Portal.

Robin will appear across communication channels (Microsoft Teams, Slack, etc.). It will also appear as Robin in email and the Customer Portal.

Do I need to do anything to get Robin?

If you already have IT Autopilot/Robin, you don’t need to do anything — Robin is applied automatically. If you don’t have IT Autopilot Robin yet and want to unleash it, you can request a demo here

Will this affect historical conversations or tickets?

Your existing records remain intact. Only the displayed assistant name is updated going forward.