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Integrated AI in workflows
ConnectWise AI Agents are directly built into service workflows to improve triage, prioritization, and documentation.Efficiency gains for MSP
Starport Managed Services reports shorter turnaround times and fewer escalations with ConnectWise AI.Unified platform for IT operations
ConnectWise is transitioning from separate tools to a platform with shared data, AI, automation, and integrations.Future development towards autonomous IT operations
ConnectWise plans more AI capabilities and orchestration to make IT operations more autonomous and predictive.ConnectWise is now making its new AI-powered platform generally available. The platform brings together PSA, RMM, cybersecurity, remote access, automation, AI agents and integrations into a common ecosystem to help Managed Service Providers (MSPs) and IT teams work more proactively, efficiently and data-driven.
ConnectWise, a leading provider of software and services for IT solution providers, announces that ConnectWise Platform is now available to all customers. According to the company, this is the industry's first purpose-built platform for Managed Service Providers focused on enabling a transition from reactive IT operations to a more predictive and AI-driven business model.
The platform provides MSPs and internal IT organizations with a common, AI-integrated operating environment that connects the systems used in daily service work. The solution includes ConnectWise PSA, ConnectWise RMM, ScreenConnect, ConnectWise SIEM, automation, orchestration, ConnectWise AI Agents, documentation, billing, backup, and integrations with an open ecosystem of third-party solutions. 
For ConnectWise For customers, this means that AI does not function as a separate tool alongside the business. Instead, AI is integrated directly into workflows, data and business context, which, according to the company, will help streamline how service cases are created, prioritized, resolved, documented, invoiced and followed up.
AI integrated where work is done
ConnectWise AI Agents are designed to work directly within the service organization's existing workflows. AI agents help interpret incoming cases, support triage and prioritization, improve documentation, coordinate automation, and create a more consistent way of working.
Starport Managed Services is one of the companies already using the solution.
“ConnectWise AI Agents helped us move from experimenting with AI to achieving measurable operational results. By integrating AI into our triage, assessment, and technician support workflows, we have improved quality, reduced manual work, and freed up capacity in the service desk.”
Aaron Boeker, Chief Service Officer, Starport Managed Services
After implementing ConnectWise AI Agents, Starport reports the following results:
- 25 percent shorter average processing time per case
- 28 percent fewer escalations
- 40 percent shorter average resolution time
- 20 percent more resolved cases per day
According to ConnectWise, the results show how AI can contribute to more efficient service delivery while organizations gradually build the data quality, automation and consistency required to identify patterns, anticipate problems and reduce recurring incidents over time.
From individual tools to a cohesive platform
ConnectWise describes the launch as a shift from separate IT tools to a cohesive platform where shared data, integrated workflows, built-in AI agents, automation, orchestration and open integrations work together to create a more intelligent and proactive IT operation.
The development is taking place at the same time as the market for both managed services and artificial intelligence continues to grow rapidly.
According to the analysis company MarketsandMarkets The global market for managed services is expected to grow from $460.59 billion in 2026 to $705.22 billion in 2031.
At the same time, assess Fortune Business Insights that the global AI market will grow from $375.93 billion in 2026 to $2.48 trillion in 2034, corresponding to an average annual growth of 26.6 percent.
According to ConnectWise, this development means that MSPs need platforms where AI becomes an integrated part of the business rather than a standalone tool.
“The value of ConnectWise AI Agents is that AI is built right into the platform where our team already works. In the PSA system, we get a more controlled way to use AI, based on case history, customer context, and data from our service processes, rather than relying on standalone AI tools.”
Jason Haveman, COO, InsITe Business Solutions
The next step is increased automation and AI-driven workflows
ConnectWise says it will continue to evolve the platform with more AI capabilities, intelligent workflow orchestration, autonomous AI agents, and expanded integrations, with the goal of helping partners gradually evolve from reactive support to more autonomous and predictive IT operations.
“The traditional MSP model is coming to an end. The ConnectWise Platform provides the industry with a new business model where fragmented tools are replaced by connected intelligence, automated execution and measurable business value. The platform is designed to help our partners reduce complexity, act faster and create better outcomes for their customers as we enter the predictive IT era.”
Manny Rivelo, CEO, ConnectWise
Businesses interested in learning more about the ConnectWise Platform can book a demo, calculate the potential ROI for their service desk operations, or assess their readiness for predictive IT via the ConnectWise website.
About ConnectWise
ConnectWise is used by more than 100,000 IT service providers worldwide and brings together PSA, RMM, cybersecurity and data protection in a single platform where AI and predictive intelligence are integrated throughout the solution. Through intelligent automation and an open ecosystem of integrations, the company helps IT providers work more proactively, reduce complexity and deliver more secure and efficient services to their customers. With more than 40 years of experience, the company focuses ConnectWise on helping its partners develop their businesses through more efficient operations, improved service delivery and scalable business models.
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