Beyond the hype: Harnessing AI for tomorrow’s challenges

In a fireside chat, Atera CEO Gil Pekelman and Lee Hickin from Microsoft (AI Tech & Policy Lead) discuss the transformative yet fragile state of AI technology. In this insightful conversation, Pekelman and Hickin shared their experiences and vision for AI’s future, providing a glimpse into how Atera harnesses the power of AI to revolutionize the world of IT management.

AI at Atera: An overview

Artificial Intelligence (AI) is sweeping the globe with its transformative potential, and Atera has been at the forefront, harnessing its power for years. CEO Gil Pekelman, a driving force behind Atera’s AI implementation, spoke candidly about his experiences with AI and how it has changed the working dynamics within the company. “Working with AI is like working with a person,” said Pekelman, and with new developments in Azure OpenAI, opportunities are “beyond what we can currently imagine.”

Pekelman shared an intriguing story about a unique interaction with Atera’s AI. The AI was initially unable to connect to a specific knowledge base, but upon prompting, it was able to cross-reference data and provide relevant answers – interacting much like a human colleague. This interaction manifested the revolutionary potential of AI in a business setting.

Atera’s AI approach

AI is deeply integrated into Atera’s operations, but how does this actually impact their service offerings? Not only are repetitive tasks being automated to increase efficiency and productivity, but strategic partnerships and experimentation are unlocking broader AI potential.

Pekelman emphasizes that the goal is to use AI to automate fundamental IT tasks. These tasks, such as resetting passwords or managing printer issues, may seem minor, but the productivity gains from their automation are substantial. Frustrations are minimized, employee satisfaction increases, and the overall operational efficiency of the company is elevated.

Takeaway 1: Acknowledging the hesitation towards AI adoption

Despite AI’s perceived benefits, many view its adoption with a sense of hesitation. Hickin acknowledges these concerns but focuses on the importance of responsible AI practices and governance. He urges organizations to mitigate risks associated with AI, promoting confidence in teams through proper governance. Notably, he mentions the roles of Chief AI Officers and Chief Data Ethics Officers, highlighting advanced roles entailing responsibility and ethics in AI.

Hickin also accentuates the value of skilling and education in AI adoption. But he doesn’t see individual technical skills like machine learning as the focus. It is the capacity to experiment, adapt, and willingness to learn from failures that determines the effectiveness of AI use.

Pekelman shared a story confirming this view. When an Australian customer at Atera expressed difficulty connecting with AI tools, AI surprisingly answered when prompted with a question. This demonstrated AI’s ability to converse, symbolizing a shift from traditional software to a more interactive and dynamic interaction with AI.

Takeaway 2: Responsible AI, the way forward

Lee Hickin, AI Tech & Policy Lead at Microsoft, emphasized the need for responsible AI practices and governance amidst advancements in the technology. Despite the potential benefits of AI, Hickin acknowledged that hesitation exists due to concerns and risks associated with AI. He advocated for an environment that prioritizes addressing these risks through proper governance and building confidence within team members.

Pekelman concurred, expressing that businesses should not simply “fiddle around” with AI. They should establish a risk-reward mechanism to incentivize staff members to develop an understanding and competence in using AI assets while maintaining the value of fairness and responsibility.

Takeaway 3: Being champions of AI and implementing organizational change

Hickin sees ample potential for AI champions within organizations. To ignite the spark of AI adoption, leaders should be able to challenge conventional operating procedures and connect closely with their businesses. Promoting a risk-reward mechanism to incentivize staff, further encourages the application of AI skills.

Agreeing to Lee, Pekelman insists that smaller companies can make strides in AI with free AI tools, solve specific problems, and avoid fiddling with AI unless it delivers real value. Drawing from his experience at Atera, Pekelman mentioned that they began working on AI nine years ago, making significant progress when they partnered with Microsoft and OpenAI. Overcoming challenges in implementing AI across different departments, Atera eventually realized its dream of using AI to enhance their services.

Takeaway 4: AI integration into service offerings

Hickin and Pekelman’s conversation concludes with a mutual agreement on the importance of strategic partnerships to drive AI innovation. As Hickin urges listeners to embrace AI, learn, and experiment with it, one cannot overlook the vast opportunities AI presents, in guiding us into the future of technology.

Pekelman shares his experience with Microsoft’s Azure OpenAI, noting its human-like interaction, setting AI apart from previous technological waves like blockchain. Hickin acknowledges adoption hesitancy due to AI’s unpredictability and risks, underscoring the importance of responsible AI governance and building confidence in AI’s use. Security and privacy concerns are significant barriers despite companies’ efforts. Training and education are crucial for overcoming these barriers, with Hickin emphasizing developing confidence and a culture of experimentation. Pekelman illustrates this with a story of an Australian customer who realized AI’s potential through interactive engagement.

Both Hickin and Pekelman discuss the critical role of partnerships, particularly with Microsoft, in advancing AI innovation. They encourage businesses to engage with AI, experiment, and integrate it into their operations to stay competitive and improve productivity, stressing the need for continuous learning and adaptation to fully leverage AI’s capabilities.