ConnectWise AI Platform: Boost MSP Margins & Efficiency

ConnectWise has launched a new IT service management platform that embeds agentic AI. This platform, announced at the Pax8 Beyond conference, analyzes customer service tickets and can handle them autonomously. It aims to improve margins for Managed Service Providers, or MSPs. A ConnectWise study found that service providers could regain 5 to 12 points of margin and unlock over $1 million in strategic revenue. The platform helps MSPs scale by breaking the traditional link between more tickets and needing more labor. The platform will be generally available at the end of June. MSPs who opt in will pay an extra cost and sign a privacy waiver. Pricing for the agentic platform is still being finalized, with different cost structures based on agent type and usage. This could allow MSPs to deliver services faster and add more customers without proportionally increasing staff.