6/30/2026 | 5 Minute Read
Artificial intelligence (AI) is only as smart as the data and context it has access to.
While many organizations have already experimented with AI copilots, chat interfaces, or automation overlays, most of those systems are designed to assist humans by summarizing information, generating recommendations, or suggesting next steps. They often operate outside the systems where work actually happens, limiting their ability to drive meaningful outcomes.
ConnectWise AI Agents™ were built differently. Natively embedded within the ConnectWise Platform™, they have access to the context, workflows, and service data needed to help drive meaningful outcomes.
A platform-native foundation enables AI agents to move beyond assistive AI models that only recommend actions toward agentic AI that can help automate and orchestrate work directly within service delivery workflows.
Instead of adding another tool to manage, managed service providers (MSPs) gain intelligence embedded directly into the systems they already use every day, resulting in a service desk that can scale more effectively while allowing technicians to focus on higher-value work.
During the limited availability phase, we worked closely with a select group of MSPs to operationalize CW AI Agents™ directly inside real-world service environments. The outcomes have been immediate, measurable, and operationally significant.
86% reduction in escalations
Fusion Computing, a Toronto-based MSP+, implemented CW AI Agents to improve technician enablement and streamline service operations.
“We have seen an 86% reduction in escalations since integrating [AI Agents] within the ConnectWise Platform.”
— Zohaib Javid, Service Desk Team Lead at Fusion Computing
The impact extended beyond ticket metrics. Leadership was able to shift focus away from daily firefighting and toward strategic growth initiatives, service quality improvements, and long-term service optimization.
25% increase in first-touch resolution
Peak Global Solutions implemented CW AI Agents to automate ticket triage, improve prioritization, and reduce dispatcher-heavy workflows.
Before deployment, technicians relied heavily on senior engineers for troubleshooting guidance, while onboarding remained slow due to fragmented operational knowledge.
After deploying CW AI Agents, Peak achieved:
Technicians received immediate customer context, structured troubleshooting guidance, and AI-driven recommendations directly inside their workflow.
As Dan Olson, CEO of Peak Global Solutions, explained:
“Since implementing [ConnectWise AI Agents], our team has dramatically reduced escalations and improved technician confidence. It’s become the operational heartbeat of our service desk.”
Intech Hawaii: hours saved every day through AI automation
Intech Hawaii deployed two CW AI Agents to automate ticket triage and Microsoft® alert company assignments.
Before automation, technicians manually reviewed and classified every incoming ticket, spending multiple minutes per ticket on administrative triage work.
Microsoft company assignments also required more than 30 hours of recurring configuration work.
After implementing CW AI Agents:
“The auto triage has been amazing—it’s a game changer. We’re saving hours every day.”
— Sam Grindley, CEO of Intech Hawaii
With the general availability of ConnectWise AI Agents, more ConnectWise partners can now begin putting platform-native AI agents to work across their service operations today, helping teams reduce manual effort, accelerate resolutions, and scale more efficiently without adding complexity.
This is a practical step toward Predictive IT, the operating model of the future where AI works alongside technicians to help MSPs scale smarter, respond faster, and focus on what matters most: delivering exceptional customer experiences. Learn more about ConnectWise AI Agents, or use our ROI calculator to quantify the benefits.
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