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Atera US GM: Agentic AI Fueling Task Automation, MSP Success

US General Manager Yoav Susz shares how Atera partners and end users have shaped the company’s success in the market with agentic AI.

Written By: Victoria Durgin

Apr 1, 2025

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IT management platform vendor Atera has spent the past three years collaborating with AI providers, including OpenAI, to develop practical solutions for MSPs and internal IT teams seeking to automate mundane and repetitive tasks. US General Manager Yoav Susz discusses how Atera’s partners and end users have influenced the company’s success in the market with agentic AI.

Agentic AI taking mundane work from technicians who don’t want it

Atera is one of many vendors serving MSPs and channel partners that sees a strong future in agentic AI. Susz says that with everything, agentic AI is only as good as the organizations using it can make it.

“We all need to remember it’s a means to an end and not the end itself,” Susz said. “The more you put into it, the more you’ll get out of it.”

The company’s platform enables MSPs and internal IT teams to leverage agentic AI to handle repetitive and mundane tasks, including the following:

Password resets
Automated software updates on endpoint devices
Recommendations on new knowledge base content based on patterns in ticketing data

“I’ve heard our COO say internally that we’re automating 25% of tickets, but we’re solving 100% of the tickets technicians hate working on, and that feels like a great summary of how helpful this technology is,” Susz said.

Susz said Atera has seen adoption steadily increase over the past year, especially within the technician community. However, he knows that not every Atera user is immediately comfortable with the idea of an AI-based tool taking over tasks they previously relied on human interaction to address.

“It’s on us to educate the market and make it less scary, but this can be scary, especially to end users who don’t want to feel like they’re just talking to a screen or who may feel like they can’t trust AI the way they can trust their MSP,” Susz said.

Atera’s three-year bet paying off in 2025

Susz emphasizes that Atera’s AI strategy is not new; the company has made significant investments in AI-driven automation and enablement for its partners and customers. Currently, Atera might hold a slight advantage over competitors that were slower to market, but it appears unwilling to rest on its laurels.

“We are very much all-in on AI, and we have been for a while,” Susz said. “When you build technology, you have assumptions of how it will be used, and then you get it out in the wild and people do different things and find use cases you didn’t even think of.”

With that in mind, Susz highlights that the company’s Autopilot tool will be released to general availability over the next few months. Plus, Atera will continue to innovate how AI solutions can impact the success of its RMM/PSA and ITSM tooling.

“The world of PSA and RMM is going to be determined by who has the strongest and most intelligent tools in the market,” Susz said. “I think competition makes us better, and I think all of our competitors also have very smart and capable experts. We do have a head start, but we aren’t going to slow down, either.”

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Victoria Durgin

Victoria Durgin is a communications professional with several years of experience crafting corporate messaging and brand storytelling in IT channels and cloud marketplaces. She has also driven insightful thought leadership content on industry trends. Now, she oversees the editorial strategy for Channel Insider, focusing on bringing the channel audience the news and analysis they need to run their businesses worldwide.

Atera US GM: Agentic AI Fueling Task Automation, MSP Success

Agentic AI taking mundane work from technicians who don’t want it

Atera’s three-year bet paying off in 2025

Victoria Durgin

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