Tampa-based ConnectWise announced the general availability of an artificial intelligence platform that combines its software for managed service providers into a single system.
The ConnectWise Platform connects the company’s professional services automation, remote monitoring and management, ScreenConnect remote access, ConnectWise SIEM, cybersecurity, billing, documentation and backup products with third-party integrations.
ConnectWise said AI agents built into the platform can classify support tickets, route requests, generate documentation and automate routine tasks using customer and service data already stored in the system.
Rather than offering AI as a standalone application, ConnectWise said the platform embeds the technology into the software technicians already use to manage customer environments.
“The old MSP model is out of runway,” Chief Executive Officer Manny Rivelo said in a statement.
According to ConnectWise, early customers have reported faster service desk operations after adopting the platform. Starport Managed Services reduced average handling time for Tier 1 support tickets by 25%, cut escalations by 28%, reduced average resolution time by 40% and increased the number of tickets resolved each day by 20%.
“The value of ConnectWise AI Agents is that AI is built into the platform where our team already works,” Jason Haveman, chief operating officer of InsITe Business Solutions, said in a statement.
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