Beyond Automation: Building The Intelligent MSP

At XChange August in Denver, Brian Troy, senior director of product marketing at ConnectWise, urged solution providers to rethink their approach to service delivery. In a keynote titled “Beyond Automation: Building the Intelligent MSP,” Troy introduced a new model focused on autonomous service and synthetic coworkers.

“Complexity is outpacing capacity, and we have to figure out a way to catch up,” Troy said, referencing ConnectWise’s service leadership data. He noted that while automation has helped MSPs become more efficient, it is no longer enough to meet rising client expectations and increasingly complex tech stacks.

“AI by itself doesn’t solve the execution gap. It needs orchestration. It needs coordination. It needs intelligent action,” Troy said. He outlined a three-tier model for MSPs: automation, intelligence and co-pilots. The final tier includes virtual assistants that use natural language queries and AI-augmented NOC and SOC capabilities.

Troy introduced Olivia, a synthetic coworker who can handle repetitive onboarding tasks such as cloning Microsoft 365 users and assigning licenses. “Partners are using Olivia to minimize their client onboarding time down to less than 10 minutes, saving them thousands of dollars in labor costs,” he said.

Troy closed by encouraging MSPs to take action now. “This is not something that’s coming in 2026. It’s not something that’s coming in 2027. ConnectWise partners can do this today.”

You can learn more about ConnectWise Asio and cybersecurity solutions at connectwise.com.