Transcript
to introduce myself. I'm Moshe. I'm from our account executive team here at Eterra. And I'll let Avi introduce himself. Hey, guys. I'm Avi. I'm the head of IT here at Eterra. I'm the IT manager for the last year at Eterra. That's mostly it. Amazing. Well, before we get started, I would love to hear from everybody in the chat how the sessions are going so far. Is there a specific session that you guys enjoyed? I'll let the chat get to it. Well, I want this to be hands-on. So if you wanted to put questions in the Q&A, Avi and I will be watching it as well. We have some moderators as well looking into the questions. So, again, as we go through specific examples here, again, focused on education space both in the K-12 and higher ed, we will make sure to get those answered while we go along as well as at the end. We'll save some time for additional Q&A as well. So, again, really great to meet you all and excited to show you through it. Again, our main goal today is to show you how we can customize the AI within Eterra to fit your specific needs within the education space. So you'll find this workspace is going to show a lot of innovative AI use cases. Again, AI is a different animal. You know, it's another breed. So it's malleable. It's dynamic. And we're excited to show you how we can fit it in and make it your AI universe. So the first thing I wanted to say, again, going to be interactive. So please make sure to ask questions as we go along. For those of you who are already customers of Eterra, we're going to show you how we can supercharge the classic Eterra, the all-in-one RMM and ticketing set of things. And then anybody who's new to Eterra will show you what the present and future is going to look like and hopefully bring you the best possible all-in-one solution to your schools. So today we're going to focus mostly on the co-pilot side, which is going to help on the technicians day to day. We'll also quickly touch on our AI assistant, our autopilot. This is going to give the power to your end users to be able to self-help and get answers immediately. But again, yeah, today's main focus will be co-pilot. Any additional questions, you can definitely email your account manager or the sales team in general, and we could do a deeper dive on both the co-pilot and autopilot as well. So cool. Just to kick things off, I'm going to kick it off to Avi. Avi, I know you've been a big user of ChatGPT even before Eterra and now using the co-pilot as well as autopilot in your day to day. So Avi, you want to give a little bit of an example of how it kind of differs, you know, having that all-in-one versus using something that is, you know, jumping around to different systems. Yeah, of course. So the main event, like the main difference between the two systems, between using AI internally in your IT system is that it's in full context. When you go into ChatGPT, you need to do like a very exact prompt. You need to do like a very specific and very niche and to know what to write to get exactly what you want. And in Eterra, you get it in full context, full context of devices, of users. It's also integrated to other systems and you were able to do like actions. And it's all very intuitive. It's all very in one place. It's one stop shop and you don't have to go through tabs and copy paste. And I got an error. So I'm using the error to try and fix it and stuff like that. That's usually do with ChatGPT. Here's everything in one place. And you already have the prompt written because we have the context. And that's the important part. Amazing. And I saw there was a chat there from someone from our team. So any questions you have or the chat you want to add, please put them in the Q&A, because the chat is combined with all the different sessions. So anything specific here to the education track, make sure to put it there. But, Avi, thanks for that answer. Really helpful. And again, we're going to now demonstrate how we can take that with our different use cases and, again, bring that all in one place. So what I'm going to do is I'll share my screen and we'll walk through some of those examples. We'll also talk through additional specific examples again on the education side where we can make the student and teacher's lives much easier and make sure that your infrastructure can be kept up to speed and make sure everything is running perfectly. Again, what I hear from my customers all the time from education is that the ratios are usually a lot bigger than a classic IT department. You're looking after way more people and way more devices than the average technician. So we're going to show you how we can streamline a lot of that here. So without further ado, what I'm going to do is share my screen here. And, again, we'll walk through some of those examples and we'll talk through additional examples as well. So, Avi, you can see my screen now? Yeah, sure. So just to look at the examples, the first one we're going to talk about now is the AI OID generator. And I'll let Avi talk through it more. But what I hear all the time from my customers is that finding the OIDs and setting up the alerts on those SNMP devices, whether they're printers in the library or switches in firewalls, is a big pain in the neck. A lot of times you don't even want to get it done. What we've done here is built out an AI tool that will help extract those OIDs for you. So, again, I'm going to share that example with you now. We did prerecord these just to make it streamlined as we are live. But, again, all this is available and live within the platform for you guys to test out yourselves. But without further ado, I will play the video here. So in this case, right, just to show you for an example, we have the library printer here. Again, finding those OIDs is a big pain in the neck. So what we've done is built up the AI OID generator. We're going to look here for setting up an alert for specifically toner levels. So you can see here it's now brought that in. We've now created it. From there, we're now going to add the monitored OIDs for the actual levels. So you can see we've added in the exact toner level that we're going to want. We're then going to add that in. And you can see here we've now set up another alert here for paper level as well. But what we've done is we've taken that, you know, 30-minute, 40-minute hours time of doing that research and finding those OIDs to getting it to you within a minute or two and getting that set up within your instance. So you can make sure that there's no issues with, you know, the printing needs to happen for the students or the tests that are going on or, you know, any issues that teachers might have. All that will be solved directly here. So, Avi, I know in your work, you know, as the head of IT here, you know, you've definitely pre-Iteria had to set these up. Do you want to talk a little bit more about that, you know, and how painful that was in your day-to-day? Yeah, of course. I think most of us will usually agree that the moment you have to do it manually, you simply don't do it. Here, because of Iteria and because the AI we have, it's finally we have a preemptive strike on the printer issues. Because if you ever search for OIDs and wanted to do it manually, only the guide, it's most of the manufacturer OIDs to get them, it's like crazy. It's like hundreds of pages going through manually and trying to set it up, and it's like it's an awful job. And usually you just pass it. You just say there is no need for it. But here it takes a minute, and it's really, really useful. It's finally make active monitoring, active monitoring that actually prompts you with the issues for something simple as pre-intel even. And it's amazing. Thanks again. Fernando, I'll get to your question in just a second. I saw it come through. But just to show you the second end, right, once we've created those OIDs, the alerts will then start coming through. While U.S. technicians can then get that as a push notification on your phone, you can get that as an e-mail or a ticket automatically. But, Fernando, I see that you've asked about, you know, ethical and security concerns. So you prompted something that I should have mentioned at the start. But we are partnered again, as you've seen through the session so far. We're partnered with Microsoft and Open AI, Azure AD, Azure Open AI. So we have built out as secure as possible of an AI solution. You're not feeding the algorithm its multi-tenancy, so all of it is, you know, working in only your own instance. And then in terms of ethical concerns, if you want to go into more detail on that, if you're concerned, we can talk through that. And as well, IT professionals in education leveraging the workshop to identify and implement AI tools, you know, for personalizing learning experience for students with diverse needs. So we'll cover that briefly when we talk about the autopilot. But, again, they have the ability to ask the autopilot questions and get answered from your own internal KBs that can then help with that. But we'll touch on that with one of the use cases as well. Cool. So now we're going to jump into the script generator. So if I jump in here, we're going to talk about a couple of the different use cases that we can do. We've built out an AI script generator within Eterra that will allow you to instantaneously write out a script. Some of the big values there are, first of all, as a technician who maybe is not so, you know, in-depth with their script knowledge, it will help you give you a foundation. Also someone who is a scripter, it will then also allow you to write things much quicker. So let's go to the example and we can talk further about it. And, again, I'll leverage Avi's experience to talk, you know, through scripting before for Eterra AI and after. But we're going to go to this specific example. We're going to then go to the AI script generator. We've now typed in to create a local admin user. Again, let's say a user is locked out. This will allow me to instantaneously write that script and then put that in, you know, and run that directly in PowerShell. You can also run that directly within Eterra as well. But, again, depending on what your workflows are, those would be, you know, useful on both ends. So, Avi, do you want to talk through, you know, your scripting experience and how that has changed with using Eterra AI? Of course. So usually scripting is like essential in IT. I think all of you will agree with me. Scripting is the tool that we all go to when the GUI or one of the tools doesn't have an answer. So it's the most pragmatic tool we can use. It's the most common when you don't have any specific tool for it. And a lot of the time it's hard. Moshe said if you have a little experience, also with no experience you can use it. If you have a help desk or tier one level IT professional that doesn't know how to script, you can use it. It unlocks not just the potential of the system. It unlocks also the potential of the team. And you can do a lot of things. It can be specific for a device or for bulk operations. And you see it's just not here in the example we showed. We went to the PowerShell generator and run it through that. No, we can do it directly via Eterra. I took the screenshots and I do it to PowerShell only to test the script. So it's important to say it's important. And you'll see in the next case you'll see why I'm going to the PowerShell to check it. But scripting is the most powerful tool I think in the system. It's whatever you need Etterra to do, scripting will allow you to do it. And that's very important to say. You can take a permission. In the AJAX and Chanel world we can see permission is a lot of the time an issue. So permission on the local station, permissions for specific stuff. You want to delete an app. You want to install an app and you don't have it in your repository. You want to, I don't know, you want to add another user or revoke user permissions. You want to uninstall. Someone downloaded, I don't know, an app you don't want and you want to uninstall it and you don't have a direct command for it. So just write a script. That's the idea. You always can write a script for most things in the IT world. That's the power of it. Yeah, and another example, right, Avi, who is a big gamer, right, so you definitely don't want your students having, you know, let's say Steam or a gaming app on their computer. So, again, what you could do with the script generator is have an install script that you can attach directly to an alert. So if you set up an alert to say check it to see what is installed, you can then have that script automatically run. So another example, and Avi, thank you for that. We'll definitely leverage you for this part as well. But this is about using the script generator to actually check your work and make sure that everything is working smoothly. So I'm going to play the video here. You can see we're now going to build out a script to install Slack for Windows. We've created that script. We're now going to take it and test it within PowerShell itself. But, unfortunately, we've now gotten this error. So what you can now do is take that error, put it back into the script generator underneath the original one. The ILL fixed that script to work in the way that it needs. And you'll see here as you paste it back in, it's now successful. So, you know, huge additional value there, right? It's not only for people who don't know how to script, but it's also for, you know, proofing, checking, and perfecting those scripts. And, yeah, again, adding an additional user, changing something in the local or active directory, this will help in getting that up to speed. And, again, upskilling your technicians and ultimately making them, you know, making their lives much easier and faster. Avi, anything else you want to add there in terms of the proofing? Yes, and more important, it's in full context. If you went to JGPT, the general JGPT, the one that's open to the public, it won't be like an easy two-step proofing. It won't know which script, which language, what device. Here, because it's a full context of devices, it's full context of your environment. So the proofing is a lot easier. Like we said, you write the prompt. You don't need any familiarity with binding scripts or stuff like that. You write this prompt, you take it, you test it in PowerShell. That's why I said you don't have to test it in PowerShell. You can run it completely via Terra. But the PowerShell is easier for me to prove. That's why all the examples I run in PowerShell. You take it, you prove it, and it's like easy. It's two-step. It's like it made the operation a two-step streamlined procedure. It's easy and fast. So for Avi, right, who's a scripter, it's great. For me, who has no previous scripting knowledge, it makes me feel like a superhero on my demos and talking to customers where I can say, oh, great, let's cool down this laptop, and I can write that script in literally under two seconds. Cool. The next piece we're going to talk about is our Copilot. We're going to highlight it across a couple of different sections of the Terra platform. So it exists not only on the device page but it travels across the board with you. It's kind of your additional AI assistant on the technician side. So the first one we're going to talk about here is on the device side. Again, it is a unified single helper for you guys. But, again, we'll let the use case talk for itself here. So you'll see if I'm on the device tab within the Terra and I click the Copilot button, you'll see four different prompts that are offered. But, again, what you can do is actually talk to the device itself as opposed to having to leverage those students and teachers and professors who maybe are busy in their day-to-day. So, again, you don't have to disturb your ultimate end user. But what this has done is I've asked it to help me make the device more secure. It's now giving me a couple of – it's giving me a response of what to do. And, ultimately, from that response, it's now going to actually give me the action. So our Copilot today knows currently the top 80 and always adding on to it tier one tech issues. So you'll see here it's asking me to install the latest Chrome updates. It's now sent that request directly to the device. And then we'll run that action silently for the end user directly to their device. So, again, additional value. You have this little personal assistant on the side helping you get through these issues in a much easier way. And especially for a smaller team, typically, that isn't education, those end users can't come to you for all these issues. So whether this is a server that's acting up or an actual end user's device, this will allow you to get through these issues much quicker and easier. Avi, I will let you talk through the next one, which is going to be the Copilot on the alerting side. So let's let the video play first, and then we can – Okay. Let's play the video, and I'll explain what we've seen. What we did here, we set a threshold for CPU load or for disk space or for IDs for the SMNPs that we set up. So we see an active – we changed the monitoring on all devices to active monitoring, meaning that we actually get the alert from the device, and then we can use the Copilot to actively fix the issues as they arise. And then we have a complete active monitoring ability. Like for server, you have a server with CPU load that you need to restart. Instead of going to tools like PRTG or something like that, they monitor passively and just tell you, okay, the CPU doesn't ping anymore or something like that. You can just – you get notification to the Ethera. You get a solution via the Ethera. The Copilot will ask you for actions to do if it's possible. If it's not, if it's a hardware failure, we'll tell you, okay. It will do health checks, and we'll tell you, okay, you need to go physically to the server and do stuff. But it gives you a hole-in-one solution, active monitoring in a different level from a lot of the tools we have right now. Also, like we can connect it to the device Copilot. The device Copilot is very user-initiated. It's for one devices. Here it's from the device side. The device alerts you, okay, I have an issue. Please help. And that's the power for the alerts. What it's going to do – sorry, but it's going to give you that instant health check there, right? It's going to ping the device in real time and give you what's needed. So, again, you don't have to remote in, which, again, classic situation. A teacher needs something urgently. Their computer is not working well. You can skip that, leave the end user alone, and as a technician, be able to handle, get a pulse check from that device, again, in real time directly here within the Copilot. Cool. So, going from here, we're now going to go to the autopilot, where we'll talk about the software installation. Specifically, again, this is a sneak peek. And I know there was a question in the chat of how to help students out with diverse needs. So, this is just one quick example of how we can do it. But, again, the autopilot is a whole different animal, again, as opposed to being technician-centric. This is going to sit with the end user directly on their computer as a widget within the system tray icon. But we'll just show one quick example here of, you know, how it can actually push out software. So, I'm going to click play. In this specific example, you'll see that there is a meeting coming up, and you can see that it's happening through WebEx. But maybe your professor who's jumping on this meeting doesn't have WebEx installed in their computer. So, when they click join meeting, what the AI assistant is going to do is it's going to run an instantaneous check in the backend, see that WebEx is missing, and then prompt the end user to actually install WebEx. So, you can see that's going to open up the AI assistant now, you know, the autopilot. This is now going to ask the end user, you know, do you want us to install it? They'll simply click that button there, and that would then install the software directly through the agent. So, again, even if the student or the teacher doesn't have permissions, they're to install it. And, again, this could be WebEx, this could be Zoom, this could be any other application that is needed. This would then help make sure that they don't have any downtime. And, again, they don't have to, you know, come to you guys as technicians in the last second, try and get a hold of you and disturb your day-to-day as well. Awesome. Just also to cover the copilot when it comes to ticket summaries, again, we covered the copilot when it came to the devices and the alerts. Now we have it more on the help desk side of things. So, we're going to go into this example. And you can see on the ticketing page as well, first of all, you see the little copilot icon on the side, but we also have it here on each ticket. You can simply click that button. What that's going to then do is actually summarize the ticket for you, generate a potential response. And, again, it's working in real time here. This is the actual time that it does take. It'll then generate the potential response and ultimately generate potential action. So, in this case, they want to reset the Azure AD password. We can simply click on that button and it's totally integrated, as long as you integrate Azure AD into Eterra, directly into the copilot here as well. So, again, cutting down the time, making sure that your technicians don't have to jump in and out to help reset those passwords. And for your students who might need to get into a test or for your teachers or professors who need to teach their class, lets them continue on their day-to-day without any issues. So, Avi, I know that you deal with a lot of tickets from your side. How have you used the copilot on the ticketing side? How have you seen that in your day-to-day? We use it a lot, actually. We use it not just to summarize the tickets. It also provides us with answers. As you know, I have the tier one team that needs to – they're new to the tier world. They have a lot of questions. You need to initiate them. And actually, the copilot is teaching them answers, like you've seen in further examples, how you can take KBs and make them part of your insider KI knowledge. And actually, the copilot is more than just a tool to have the end user, the autopilot, I'm sorry. The autopilot and copilot for tickets summarize. It helps the IT team, the new guys, in understanding the IT procedures. It knows how do we work. It actually saves us a lot of time in all the tier one, tier two issues. Amazing. And the copilot doesn't only help when it comes to the tickets. It can also help with training your staff. So the copilot can actually answer questions on Eterra itself or any other knowledge-based articles that you put in there. Organizational questions or any other questions of how do I set up a new automation role within Eterra on the ticketing side? It can then answer that and lead to the KB as well. So one other example we have here is when it comes to ticketing with the ability to automatically create knowledge-based articles out of the ticket resolutions. So I'll play the video and I'll talk about how powerful this is. This is actually one of our newer AI features that was recently released. But in this case, we can see Austin Reeves from the Los Angeles Lakers has opened up a ticket with a problem with his computer. We've now gotten it solved, so we're going to send that to Resolve. We now have the ability to click here on the generate article. And then you'll see here a couple of terms of the Eterra logo. This is then going to automatically create the knowledge-based article here. You'll see, again, it takes about eight turns, typically, depending on my Wi-Fi speed. But, you know, we're going to put it in the section that it has to be in, the priority. We can then add in keywords that will make it even easier for technicians to find it. And then ultimately create it, now available for your technicians. And you can also use this for your students and teachers as well. So through our customer portal, you do have the ability to have a public-facing knowledge base. So any of these tickets that could solve, you know, let's say they wanted to have a more, you know, self-help kind of way, first of all, the AI assistant can then answer questions based off those KB articles, as well as the, you know, through the customer portal itself on the internet. Yeah, it's also great for other departments. It's great for, like, if you want, in the educational world, you want the students and teachers to be, to have data available and not just go to write articles. Like, what is the, I don't know, what is, like, what is the, how do you take time off in this college or school? What is the VPN rules? How do you access these assets? And you simply have a bot that will answer them. You have even a full AI that you can train with your specific answers and not just generic answer he has from his database. So you can train it to your specific answers, your specific software, your specific everything. And that's the greatness of this tool. You take the KBs and you train the AI to say whatever you want to say, the correct answer for you and not for something generic that we all know. Yeah, and, again, it's constantly learning, constantly taking from what you've put into it. So, again, it will give that amazing experience and real-time help for your students and teachers 24-7, even if there's not a tech on call. So I had mentioned this use case before, but I'll now show you the video on it for, you know, internal KBs. So we have here with our Terra KB, but, again, you can train it with your own as well. So in this case, you know, how do I change the ticket priority? You know, based on customer rank. I'll then ask that question. Oh, sorry. We're going to see that again. How can we change ticket priority based on customer rank? It's now going to generate the response and actually link out to that knowledge base article. And when I click on that, it's now going to lead me out to the Terra page, you know, where that article was originally posted. So super powerful. And, again, for a Terra information, making sure you're utilizing the system in the best way or, again, any sort of internal KBs you have will be the same thing. I'll be able to answer those questions as well. Well, we talked about it. Yeah. Cool. Yeah, we talked about this one already. Yeah. Awesome. Avi, before we go into Q&A here, any other kind of points or tips you want to bring up? You can use data in a very dynamic way. It's always in full context of your system, of your endpoints, of your devices. If you have servers, if you have printers, if you have a NAS sitting in your server room and you want to monitor it. So you can use it very specifically in your context. And it's very important to understand that. Yeah. Yeah. Yeah. Yeah. So you can use it very specifically in your context. And it's very important to understand it because it changes the interaction with AI because JGPT is very generic. You need specific prompts. You need very specific words to use to make it work in your organization. And here it's out of the box fits to your organization. In the educational world, you can use the copilot to remove hazardous software specific from a station and the script generator to do a bulk operation. It's only to find the right angle for you inside the system, and I think it's a great tool to manage a bulk of people. Yeah. Sorry, Avi. So, yeah, those are the main uses we want to talk about. Feel free in the Q&A if you want to ask any other questions because, again, this is just a sneak peek of what the AI can do. It's, like Avi mentioned, super dynamic. It will kind of mold and work with your flow as it goes along. So I see Hudson asked here, what are the benefits of prompting command line scripts through copilot? So I'll let Avi talk deeper into that and I can give my sales answer, but I'll let him talk the tech answer. The tech answer for the KBZ. I talked about it a little bit. What we do is we take the entire information of the organization. I'll give an example for us. We took the HR, sales, CS, whatever. We took all the information that we want the employees to have, and we simply upload it to Atera, and we're leveraging it by saving a lot of time because no one will go through a legal document of 15 pages and read it all for, like, a simple answer, how do I take my time off, or how do I do that, or stuff like that. And dynamically, we just test it. It's a very easy process. You simply upload it to Atera. You have an upload button, copy, paste, and that's it. And the AI will know it from now on. And you saved a lot of time for someone to be able to check. And Hudson, just talk about more on the command line side. So first of all, it's your own private network, right? It's multi-tenancy, so nothing is being shared. You're not feeding the algorithm. And, again, you're running those command line prompts through the copilot. It's all in one system, right? It's a full ecosystem. So anything that you create, you can actually run directly. In our example, we showed you how to run it externally, but you can also run it internally on those devices. So with a click of a button, you can actually access that device command line or PowerShell and then run it directly on the device through Atera, kind of a one-stop shop. Also, we didn't show an example for the command line here, but the command line here is great for, again, for new employees, new IT employees, because who knows the command with all the parameters to search files larger than 100 megabytes? You have a lot of differentiations and a lot of parameters you need to put, and they simply need to ask, in our example, in Atera, they simply ask, find me files larger than 100 megabytes. He will auto-generate them, the command with all parameters needed, and just press Enter, and it's done. So except, and that's not just in the script generator, also in the terminal, the command line, either via the copilot for the device itself, or if you go inside and you go to the command line from the terminal. Any other questions from the audience here? Anything else that we can go into more depth on? I'll take that as a no. Again, I appreciate all of your guys' time today for joining us. We would love to speak further on it. You can feel free to reach out to either your customer success manager on the customer side. Anybody looking to get a demo or get started with Atera can reach out to the sales team as well, and we'll get you started on a customized demo as well as a 30-day free trial. Any other questions, feel free to add me on LinkedIn. I think my profile is in my profile here. So really appreciate all your time today. Any other questions, let us know, but we really do appreciate it. Thank you.
