34 01732 759725 MSP SOFTWARE it to recommend resolutions for tickets and to provide a writing assistant to improve the documenting of information or responses to customers and to generate ticket summaries. All these things make technicians and engineers a lot more efficient. We are taking a different approach to what I’ve seen from competitors that ask customers to bring their Generative AI licence, ChatGPT etc., and integrate a chatbot into the platform so that they can ask questions and perhaps expose the data. Our approach is first to limit the data that the AI engine has access to to the end customer or to the MSP’s customers if they want to expand their horizon. Second, we’re not delivering a generic chatbot engine that lets you query anything. We are leveraging AI to provide a button to perform specific functions, because we know what functions will deliver the most efficiency. That’s where we are starting from, and we are just starting the journey. Today, the Cooper AI engine is embedded in a few of our components. Tomorrow, it’ll be embedded throughout IT Complete, delivering the same types of button experience, for example in the RMM platform. Another thing we’re doing that builds on the 1,500 plus integrations, think of them as mini bot engines, that we have embedded throughout the platform performing automations is something inside Kaseya One called Cooper Bot Engine. Currently in beta and launching later in October, this engine enables customers to link alerts/triggers and actions to enable automation. Imagine a ticket comes in saying a disk is full or approaching 90% capacity. The typical motion is to go from the ticketing platform to the RMM platform, to search for the endpoint, to go into the endpoint and to run a script to clean up temp storage space. We know exactly what steps are involved and have created an action, a bot called Clean Up Disk, that customers can connect to the incoming alert to resolve the ticket automatically. And that’s just the beginning. In summary, our three AI components are: Cooper Insights, which we started with a while back to inform customers of functionality they were not leveraging; Cooper Bots, the automated engine connecting triggers and actions launching in October; and Cooper AI, which is leveraging a Generative AI engine underneath to deliver those actions that I talked about. TR: Are there security advantages in having the one platform? RJ: IT Complete is very unique in that regard. We didn’t build the platform from the ground up as a single, monolithic platform. We took point products and we integrated everything through a mesh network. Those point products have different deployment environments that are secure by themselves, then we put a perimeter around the entire platform to further secure it. It’s not a case that if you attack one product you gain access to everything. Every one of our applications has a great multi-ring security posture, and our platform, which is a mesh network between them, has further rings around it. We know that small and medium businesses are the number one targets for phishing attempts and ransomware and we take that very seriously in how we design, develop and deploy products. TR: As Chief Product Officer, AI is obviously going to be top of mind for you, not least because it has the potential to be transformative for your customers. RJ: It does, and we are already using AI in many ways. We have two core goals, delivering economic profitability to MSPs and delivering efficiency, and AI is a great piece of technology to deliver that efficiency and to accelerate the development of our tools. We’re using AI internally to accelerate our roadmaps, accelerate development and then, on the efficiency side, we’re leveraging AI to deliver experiences that otherwise would require a lot of resource in terms of technology and human capital development. For example, we’ve already embedded generative AI within IT Glue, leveraging our Cooper AI engine to auto-relate documents that customers have inside IT Glue. Instead of spending hours doing this manually, we’ve automated the task. We are also leveraging AI to help customers curate documentation they have added to IT Glue over many years. Some of that information will be stale, some will have expired, and some will still be very relevant content. We are leveraging our Cooper AI engine to deliver relevant documents and to suggest documents that need to be updated, archived or expired as the case may be. Something else we’re doing with AI that’s very unique is embedding our Cooper AI engine into our service desk platforms, Autotask and VMS, and using have walked away with savings of 25-30% and that’s the starting point for many. Others take a wait and see approach and buy one component at a time to the point where many are now all-in on Kaseya IT Complete. That demonstrates that the entire IT Complete platform is delivering value. Our belief is that IT Complete is just as good as any other piece of technology they use. TR: Some might say that having different vendors gives you more resilience. Is that misguided? RJ: I don’t know if it gives you more resilience. When you use products from different vendors, there may be some overlap, but how do you know you have complete coverage? Think about using backup from one vendor, AV and EDR from another, and SOC and SIEM from a third. MSPs, who have very little time to begin with, now have to make sure they have complete coverage across that entire spectrum. If you buy a platform and there are gaps, at least you only need to look in one place to identify what the gaps are. That’s one thing. The other is the amount of time you spend with each vendor. You can have best of breed, but think of the time your technician spends switching through eight different applications every day, because there’s no question that if you buy products from different vendors, they will not be integrated as well as if you’re buying a platform. There is a trade off in efficiency. There is a trade off in coverage or security posture, and there is a trade off in economics. If you buy from multiple vendors, it’s highly unlikely it’ll be less expensive than buying a platform licence. Those are choices to make. We are up to the challenge in terms of making sure our products are just as good if not better than the point products out there. We invest heavily to make sure that doesn’t become a sticking point. ...continued
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