Remote monitoring and management (RMM) from Atera with help-desk functionality has been expanded with automation and generative AI capabilities.
According to Atera, this can help organisations reduce time taken to serve support requests, freeing up resources.
“AI can enhance IT support, improve user experience, and boost overall productivity,” the RMM vendor said. “The increase in remote work, when coupled with the growing number of devices and endpoints needed to run an IT department, translates to a high volume of ticket requests.”
IT support teams are often busy and understaffed, delaying fixes to passwords or printers, outages, applications and more.
“Help desks often lack self-service portals and knowledge bases, forcing customers to wait for agent assistance,” Atera noted. “It’s especially wasteful when users face simpler issues that they could solve themselves with a little more insight or better communication.”
Atera has added an AI-powered copilot that integrates with RMM to assist diagnostics and action decisions with intelligent ticketing and centralised communications with self-service for greater efficiency across troubleshooting activities.
“Automated knowledge base article generation and custom script creation further enhance team productivity and consistency in problem-solving,” the vendor said.
Read more about Atera Copilot here, and about streamlining tech support with AI and automation here. Atera suggests starting by analysing data the organisation already has in house to point the way to strategies for testing and implementation.
Routine tasks such as out-of-office email setup, form email replies, software updates, printer troubleshooting, router restarts, and managing user access or passwords can be automated. AI can help by “learning” the baseline of an organisation’s IT infrastructure, then be set to respond to detected patterns or actions that don’t match, Atera said.
( Photo by Neeqolah Creative Works on Unsplash )
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