Transcript
So you're going to see our Robin in action today. We're going to be doing a brief introduction to ourselves, then we're going to talk about Robin, your personal IT technician, what makes it unique, and then we're going to dive into a live demo of the platform. So, I'm Abby. I'm a Customer Experience Manager here at Eterra. I'm going to be your webinar co-host. With me, I have Moshe. He's an Account Executive. He's going to be doing our live demo. So just so you guys know, any questions that you guys might have, please keep them. Hey, everyone. Please keep them in the Q&A section. I will be answering you guys as we go along, so just make sure you keep it in the Q&A so that we keep everything organized and not in the chat. And with that being said, this is our IT Autopilot. Okay, so it's our personal AI agent for every employee. So here, it's not just going to tell you what the problem is. It's going to go ahead and already fix it for you. And the way it works is basically what it does is it delivers real-time diagnostics, and then it's going to be able to perform on-device and on-cloud actions for you guys, as well as verifying what the issue is and solving it for you guys. And if not, then it's going to already go ahead and escalate it to a technician if it's out of its scope. And given that it is agentic, it goes ahead and it learns every day based on your team and how it works and how your users interact with it. It provides value across every layer of the organization. So for your end users, it's going to ensure that your employees are able to receive immediate help 24-7. So it's going to minimize downtime and disruption for you guys. From an IT perspective, it takes a lot of the high-volume Tier 1 tickets so that your teams can focus on bigger problems at hand. And for the organization itself, it's also going to deliver some consistent support at scale for you guys and control costs without adding or needing to add a new headcount to help with Tier 1 tickets. And with that being said, Moshe, I'm going to give it over to you to jump into the platform. So one second, guys. Let's give Moshe a sec. Second. And also, just so you guys know, at the end of the webinar, we're going to be launching a quick survey just to better understand... That's funny. So we're going to, sorry, launch a survey at the end of the webinar just to get your guys' input and also to see if anyone's interested in learning more about having a personalized demo. We can go ahead and set that up for you guys as well. So let's just give him one second. I believe he has some technical difficulties. Just give us a moment. Hey, Moshe. Sorry, Autopilot and Robin can't fix VPN issues. So switch locations, moved around a little bit, and hopefully we're back for good now. All good. We're ready for the live demo? Yes. Awesome. So let me share my screen and we can kick things off. Robin, and kind of where we differentiate from... One second, let me find the share screen button. Here we go. So yeah, the beauty of Robin is the fact that it is not only autonomous and not only agentic, but because Eterra as a core is an agentic solution, we give you the ability to actually run instant device actions on that device. So the first step here when we talk about Robin, we'll be deploying out the agent to those different devices. We have agents available for Windows, Mac, as well as certain versions of Linux. It is multi-tenant, so you can go ahead and kind of build it out either on a site or customer basis, depending if you're an IT department or an MSP. And then when it comes to the deployment itself, it's going to be as easy as possible. You could simply download the MSI and blast it out via something like an Intune or a GPO. We could push it out via a curl command in the command prompt. We could share a link out to the end users. It'll be as simple as it gets when it comes to an agent deployment. It really just depends on what works best within your specific environment. When it comes to the end users other things, we want to make sure that we're meeting your end users where they are. So we do have multiple ways that the Robin can interact with your users that can be via email, that can be via our native Teams and Slack app. But we also do have a system tray shortcut on Windows. I'm going to actually show it to you here under the admin section. They can go and right click on that, open up a new ticket. That will then go ahead and leave them out directly within the system tray into being able to chat with Robin. But for today's demo, I'm going to show it to you in the browser. So anyone in the chat want to give kind of a low-hanging fruit issue that you're seeing on a day-to-day that you're kind of encountering when it comes to tier one or tier two issues? I'll give everybody some time to answer and then I'll read something. Let's see. If not, I can go with my classical slow computer. Yeah, maybe go with your classical example. We're not getting a cool. So going now just into the classic, you know, it will then be opened up within Robin. Here we just have one. Let's see. Printer was working a few minutes ago. Now it's not. If you want to go with that example. We can restart. Printer was working just a minute ago, but now it's not. Do a classic help. So you'll see here, Robin will give you that first response within a second or two. It'll then open up a ticket in the back end. In this case, it's writing it to a Terra's back end, although it is platform agnostic. We have many customers who are using this with ServiceNow and other ITSMs will just be the front end. But you'll see within a second there, it will then start doing what it does. It's going to check if there's any custom instructions that have been created. It'll check to see, you know, is there any knowledge-based articles? And if not, it will then start searching the actions that it knows how to do out of the box. Currently knows 1,200 actions. You know, the classic tier one, tier two type of issues, although you can supercharge it with your own actions, but out of the box, it will just work without any sort of configuration. But you can see here, it's now going to head and run checks on the computer and the printer, checking the default printer, checking the installed printers. And now it says, great. It sees that, you know, this brother printer is my default, and it's there and online. And now we, you know, am I getting an error message? It wants to understand further. And now it's going to continue doing health checks. We can get to a point where either it can solve it or can't solve it. If it can't solve it, it will then go ahead and escalate. But you'll see, you know, it's setting a default printer. It's resetting the spooler. Again, out of the 1,200 actions, there's probably, you know, 12 or 15 different printer actions that it knows out of the box. And with playbooks and something that I'll show you later in the back end of Eterra, you can say, great, these are our printers and these are our typical issues. This is what we want you to do. So you can kind of mold Robin to act in the way that you want it to act. So I can be frustrated now. I just want a human. Right, so great, in this case, this is a virtual machine connected to, I don't even know where that printer lives. But in this case, right, it didn't give me an action, which in about 40 to 50 percent of most cases it will. We see it solving end to end about 50 percent of, you know, the tickets that are coming through. But in this case, it's went ahead and escalated to a real technician. And I'll just show you here, jumping back into the back end of Eterra, if I go to the ticketing section, you can then see that that ticket, all the information, where is my printer issue? Here we go. You can see all the back and forth with me and the autopilot, as well as an internal note with what it's done, what it's tried to do, what it recommends as the next steps. And then me as a technician can now go ahead and take this ticket and respond with our AI copilot, which is not the focus of today, so we won't touch on it too much. I can go ahead and build a response, click send, and then you'll see that that response will then come through into that same thread. So your end user will have the best possible experience, hopefully get their ticket solved. But if not, they can then go ahead and do a real human directly from here as well. Cool. We can also mark as solved and move on to the next one. And then one other thing I wanted to show you is just, obviously we can train it on, it knows how to do the printers and still computer issues out of the box, but we can also import your knowledge base. So I can ask a question like, what is the paternity leave policy internally? And it can then go ahead and check that KB that we've created and give me an answer based off that as well. You scan the knowledge base, and we can either sink into a knowledge base that exists today, or we can create one directly within Eterra, and that's the next thing I'll show you on the back end here. But you'll see here the paternity leave is 20 weeks. It then leads me out to the policy itself. So I can actually click in and see that article, where it's sourcing from, but again, it doesn't have to be just IT issues that Robin can help and solve with. It can be organizational information and even take it a step further and integrate it into your system. So I can request a vacation day from here. It'll go ahead and ping workday, and then go ahead and say, great, you have five days left. Give it one out, and then you don't have to even leave your AI assistant to get the handle. Cool. Abby, I'm not on the chat, and I only have one screen today. Any questions or anything else before I jump back into the back end here from the audience? I'm not seeing any questions. I'm seeing another example that they asked you to do. High CPU load and SV hosts running out of bounds. My computer is running out of... It's running slow. I think it's the CPU. So obviously, one of the main things of a slow computer issue will be CPU utilization, RAM utilization, disk space. But you'll see here, that's probably the health check that it will run. And if it is the fact that it's running slow because of that, it can then go ahead and say, do you want me to run disk cleaner? Do you want me to go ahead and clear your temporary files? Out of the box, that's what it would do. But you can train it to give actions however you'd like. See, right now it's checking the CPU usage. And again, this is in real time. It's not like it's checking a cached log of it. It's going ahead and pinging that device and pinging the agent and bringing that back to me in actual real time. So you can't really trick the AI because the CPU here is low. It's not running high. But then again, it's going to go ahead and be smart and go ahead and scope. You think it's running slow. You think it's CPU. What exactly is running slow? And that can pinpoint where else it might be able to go ahead and search. Cool. So that is the front end experience. And again, that can happen via email. That can happen via Teams or Slack. It can happen via the browser or the system tray. It will all lead to the same place, wherever you want it to lead in the backend, where we can then go ahead and handle those tickets and take care of them. Another critical point, though, to mention is our AI center. This is how you're going to go ahead and configure Robin to handle your real-life situations. And that can be with, first of all, the integrations, where we have built-in integrations with Entra or AD, Google Workspace and Okta. So it can go ahead and add someone to a user group, change permissions, reset a password in an easy way. We also have MCP integrations, which a lot of people do with something like a SharePoint. And we have a very cool AI tool that will help you build those out. So even if you're not a tech guru, it can then go ahead and be created. You'll see one that I created earlier, add a new Monday task at action request board. And then you can go ahead and decide what the post is. And if we want that to be active and enabled for IT Autopilot, I can then go ahead and have those actions happen outside of the device action. So it kind of opens up the field of what it can actually accomplish. Cool. We also do have our actionable insights section. This will give you great visibility of where you can take your knowledge base further. So you can see in these cases, we have a couple of different examples. In this one, there were 10 tickets that had a very similar resolution. We can then go ahead and click review article. You can see it's automatically, and in the background, it built me that article. We'd simply need to decide what section it should be in, whether that's for internal use only for your technicians, or also for the Autopilot to learn from. And then we can go ahead and click create. So that will then be added to what the Autopilot can know how to do. And then finally, we do have our playbooks. This is how you can guide different automations. You can see Google file access. So the trigger is user request access to a Google file. You'll see in plain language, you'll basically write out. The end goal is to give them access to Autopilot gets requests to match these internally. Awesome. So that is the quick product walkthrough. When it comes to Robin, I'm happy to answer any more questions or go through additional use cases. But that's kind of the quick 10-minute intro of what Robin can handle and do. Okay. Does anybody have any questions, a specific example they'd maybe like to see? Feel free to drop it in the chat. Okay. So we have your Kenneth asked motion with custom instructions are the specified by the customer, MSP specific or both? Yeah. So all the above, you can kind of handle how you want that to work. And let me reshare my screen. But yeah, we can, I'm on the IT department side of things. So let's see on here, that would be called customer. So you have different custom instructions for those different customers. The same is true with a knowledge base where you can make certain sections available. And then I guess the last thing that I didn't mention as well is the ability to add in custom scripts. So let's say there is a custom action that you wanted to add in. We can go ahead and first of all, use our co-pilot script generator to easily create that script. And then we can specify that this is enabled for autopilot. And then on the MSP side, it will give you a dropdown here to say enable for autopilot for these specific customers. And again, ignore my slow home internet. It's end of the quarter and having a father who was a network engineer definitely doesn't help make the network faster. But it's a me thing. It's not an Atara thing. Do we have any more questions? Okay. So can you show me this working on an Apple system? So I'm on a Mac, but my Mac is actually attached to the internal Atara autopilot and not our demo environment here. I don't believe we have an Apple device, but Jeremy, what I can do afterwards, if you wanted to drop your email or maybe we'll get it afterwards, I can just kind of see the flow there, but very similar. Obviously, the health. It's the same flow that you get. Moshe, we lost you there for a second after if he could drop his email. Yeah, sorry. I was saying if you want to drop your email, I can give you a kind of personalized walkthrough of this is how it works with the internal Atara one and show you how that would work within the Slack app. But within this test environment, we don't have a Mac device, unfortunately. Cool. So does anybody, oh, here we have a question. Does the WhatsApp integration allow me to generate and manage tickets? Yes, we do have a native WhatsApp integration that can also be the direction that, first of all, tickets can come through on autopilot and then can be responded to. It's a native integration that's pretty easy to set up, but again, something that we don't have set up within our demo account today. Okay, I see Ralph asked in Germany. Yeah, so the pricing of Robin depends on a scale and scope. That does sound correct for, you know, something like 50 seats, 50 to 100 seats, although it does scale depending on how many users. And Rob, I don't know if you're dealing with one of our partners that's in Germany, but we can definitely have that discussion. And what we typically do in the sales process is, you know, kind of an SOW and, you know, ROI use case where we'll kind of understand, okay, this is where the value is. This is what you want to see. And then before having to commit to paying for it, you know, actually proving it out that we can prove the ROI. So, you know, no AI is going to be cheap, but it will kind of revolutionize the way that your help desk works today. Again, hopefully solving about 40 or 50% of the tickets that are coming through.
