ConnectWise has made its RMM, Voice, Teams and Email AI agents generally available, expanding its use of agentic AI to help MSPs automate routine service operations. The RMM agent diagnoses endpoint issues and prepares vetted remediation steps directly within PSA tickets, allowing technicians to review and approve proposed fixes before changes are made.
The new capabilities are designed to connect service requests with troubleshooting and resolution rather than simply generating AI-powered answers. By bringing investigation and recommended actions into existing ticket workflows, ConnectWise aims to reduce the manual work involved in diagnosing recurring endpoint problems.
For MSPs, the potential benefit is greater technician capacity without surrendering control over customer environments. Providers can use AI to accelerate routine investigations while maintaining human approval for changes, helping improve service delivery as ticket volumes and endpoint complexity increase.
Source: ConnectWise
