ConnectWise launches AI-native platform to shift MSPs toward Predictive IT operations

ConnectWise Unveils Rebuilt AI Platform for MSPs

ConnectWise has launched the ConnectWise Platform, an AI-native platform designed to transform how managed service providers operate by shifting them toward what the company calls Predictive IT1

1

. The Tampa, Florida-based company dismantled its Asio platform entirely and rebuilt it from scratch over a four-year period, integrating PSA, RMM, cybersecurity, automation, orchestration, and agentic AI into a single operational layer2

2

. According to CEO Manny Rivelo, the platform represents a fundamental shift away from bolt-on solutions toward a unified foundation where AI capabilities are embedded at the core rather than added later2

2

.

From Reactive Support to Proactive Support Through AI-Driven Workflows

The AI-powered MSP platform aims to help managed service providers escape what Rivelo describes as a labor-intensive cycle where more customers inevitably mean more endpoints, more tickets, and more staff2

2

. Instead of forcing MSPs to scale through additional headcount, the platform uses AI-driven workflows to automate routine support tasks and shift resources toward revenue-generating activities1

1

. ConnectWise released benchmark modeling based on a representative MSP with approximately $3 million in annual managed services revenue, showing that adopters can cut ticket handling time by 45%, reduce ticket volume by 30% to 40% through automation and remediation, and prevent 80% to 90% of repeat issues1

1

.

Early Results Show Significant Operational Improvements

Early adopters are already seeing substantial benefits from the platform's predictive capabilities. Rivelo reported that some partners are experiencing about an 86% reduction in internal escalations, while others are seeing 30% to 40% reductions in ticket volume2

2

. The modeling also suggests MSPs can add five to 12 points of profit margins through expanded capacity1

1

. Brian Miller, CEO of Issaquah, Washington-based FusionTek, told CRN that baking AI components in at the lowest possible level is where maximum value emerges, particularly for creating predictive capabilities and autonomous operations2

2

.

Industry Implications and the Path to Autonomous Operations

ConnectWise is positioning the MSP market as currently in an early to mid-stage of the AI transition, with current focuses on improving workforce productivity through copilots, automation, and workflow intelligence2

2

. The longer-term vision extends to autonomous operations where technology identifies problems, corrects them, and prevents them from occurring in the first place2

2

. Craig Fulton, M&A advisor at San Francisco-based MSP holding company Evergreen, emphasized that predictive capabilities extend beyond technical operations to business intelligence, helping MSPs understand client profitability and churn risk before problems surface2

2

. Nick Heddy, president and chief commerce officer at cloud commerce company Pax8, noted that MSPs need platforms that create leverage rather than adding more tools, and that a unified foundation helps the channel operationalize AI faster1

1

. The platform reaches general availability at the end of June1

1

.