ConnectWise Launches AI-Native Platform to Drive ‘Predictive IT’ Operations

Quick Facts

• ConnectWise launched an AI-native platform unifying PSA, RMM, cybersecurity, and workflow automation for managed service providers
• Early users report up to 60% ticket throughput improvements and 30% more technician capacity through AI-powered automation
• The company invested $100 million in the platform, which becomes generally available at the end of June 2026

ConnectWise launched a comprehensive AI-native platform designed to shift managed service providers from reactive IT support to predictive operations. The platform becomes generally available at the end of June.

The unified system combines Professional Services Automation, Remote Monitoring and Management, cybersecurity operations, and workflow automation into one intelligent platform. AI agents share workflows and operational data across the entire system to orchestrate actions automatically.

Early performance data shows significant operational improvements. Partners using ConnectWise AI Agents gain up to 30% more capacity while reducing escalations by 80% or more. Users of the full platform experience ticket throughput improvements of up to 60% and average resolution times cut nearly in half.

The recently acquired zofiQ technology drives additional benefits. Partners save two to three hours per technician per day and five to 10 minutes per ticket. Triage and classification accuracy rates reach between 90 and 97 percent.

“MSPs are entering the Age of Autonomous Service, and the winners will be the ones who can scale without proportionately increasing operating costs,” said Manny Rivelo, CEO of ConnectWise. “Data is the oxygen for AI, and autonomy only works when it’s powered by real operational data from the PSA, where service delivery happens every day.”

ConnectWise invested $100 million in developing the platform to address growing market pressures. The managed services industry is valued at over $300 billion in 2026 and projected to reach between $424 billion and $511 billion by 2030.

Staffing challenges drive adoption urgency. The share of MSPs reporting difficulty hiring skilled technicians nearly doubled year over year, from 9% to 16%. The percentage experiencing staffing shortages jumped from 29% in October to 42% in January.

“MSPs don’t need additional standalone tools. They need an intelligent operational layer capable of coordinating actions, automating execution, and continuously improving operations throughout their business,” said David Raissipour, Chief Product and Technology Officer at ConnectWise.

By 2026, 87% of MSPs plan to increase AI investments. Service desk automation is expected to reduce ticket volume by 40% to 60%. Generative AI adoption in MSPs is projected to reach 78% by 2026.

The platform enables 100% zero-touch automation and improves audibility across hybrid and cloud environments. Partners using zofiQ technology report a 20% increase in endpoints managed per technician and up to 30% margin improvement through 50% fewer reactive hours.

Read more: ConnectWise launches AI-native platform in push toward ‘Predictive IT’