ConnectWise Releases RPA Tool, AI Companion ‘Sidekick’

‘You are the cornerstone of everything we do. Innovation continues to happen at a breakneck pace,’ says Jason Magee, ConnectWise CEO.


ConnectWise unveiled the future of its premier Asio platform and released two AI-powered products at its IT Nation event in Orlando, Fla. this week.

“You are the cornerstone of everything we do. Innovation continues to happen at a breakneck pace,” said ConnectWise CEO Jason Magee during his keynote to a room full of 3,800 attendees representing 2,500 MSPs.

ConnectWise announced its robotic process automation (RPA) technology, which offers hyperautomation to simplify the creation, deployment and management of software robots that mirror human actions when interacting with digital environments. The tool curbs is aimed at curbing costs while also acting as one resolution to talent shortages by enabling teams to automate more of the repetitive, time-consuming processes. RPA is available now on the Asio platforn, ConnectWise’s platform-as-a-service solution.

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The Tampa, Fla.-based vendor also unveiled a visual workflow orchestration feature on the Asio platform that MSPs can automate across multiple ConnectWise products and third-party solutions. The new drag-and-drop capability seamlessly includes a wider range of processes, enhancing efficiency and simplicity.

[Related: ConnectWise’s Jason Magee: An ‘IPO Is An Option’]

It also unveiled ConnectWise Sidekick, an AI companion designed for faster problem resolution, automation of complex tasks and increased efficiency. Sidekick leverages ConnectWise’s generative AI models and large language models to automates tasks such as generating PowerShell scripts, ticket categorization, summarization, providing resolutions and automated responses to end users. It’s available now across ConnectWise’s Business Management and Unified Monitoring & Management solution portfolios.

“Being a strong ConnectWise and Microsoft partner, it’s great to see further integration between the tools I live in daily,” Mark Essayian president of Irvine, Calif.-based MSP KME Systems, told CRN. “Jason’s team gets what we’re looking to do with integration and with Sidekick we can spend less time searching for information and more time working with our clients.”

Keith Nelson, CTO and CISO at Irvine, Calif.-based Vistem Solutions, told CRN that he already is signed in and ready to use both Sidekick and the new RPA tool.

“I think streamlining tickets and responses are a huge plus for technicians who, frankly, are not excited about completing paperwork nor great at writing people-language ticket responses,” he said.

He added that the “secret sauce” to profitability is customer experience, and creating automated processes helps increase margins and value-based pricing.

“I am excited to implement and learn the enhancements to bring our service levels even higher,” he said.