CRN looks at 10 hot new technologies aimed at letting MSPs harness the power of AI and automation to streamline processes, reduce manual workloads and provide smarter services to their end customers.
As MSPs look to differentiate their offerings and keep pace with the rapidly evolving technology landscape, automation and AI have become essential drivers of growth and operational efficiency. MSPs at the same time need to stay focused on seamless IT management, quick problem resolution and proactive support.
To help MSPs meet the challenges, vendors are introducing innovative technologies to elevate channel partners’ service delivery and extend their value to customers. Among the latest wave of tools and platforms are technologies designed specifically for MSPs to harness the power of AI and automation, enabling them to streamline processes, reduce manual workloads and provide smarter, more responsive services to customers.
These tools not only address traditional pain points such as outdated documentation, fragmented knowledge bases and repetitive tasks, but also open new avenues for MSPs to deliver advanced capabilities like agentic AI, intelligent automation and data-driven insight. Integrating these technologies can help MSPs automate routine operations, proactively identify and resolve issues, and transform their approach to customer engagement.
[Related: 10 Hot Products, Services, Business Ideas For MSPs]
From AI-native documentation systems and business automation platforms to sophisticated analytics engines and agentic AI solutions, MSPs are finding new options that cater to the unique needs of their customers. These tools help MSPs unify their resources, maintain institutional knowledge and safeguard data integrity, all while delivering measurable improvements in speed, accuracy and productivity. By leveraging AI and automation, MSPs can enhance their internal workflows while providing their customers with innovative services.
For MSPs looking to expand their capabilities with the latest in automation and AI tools, CRN presents 10 of the hottest new tools for streamlining ticket resolution, unifying documentation, automating business processes, deploying intelligent chatbots and more.
Acronis Workflow Automation
Acronis, a Schaffhausen, Switzerland-based global cyber protection technology developer, in January introduced MSPs to its Acronis Workflow Automation, a new, no-code automation built into the Acronis Cyber Protect Cloud. Acronis Workflow Automation lets MSPs’ technicians automate actions across all core Acronis services including backup, disaster recovery, RMM, EDR/XCR (endpoint detection and response and extended detection and response), and PSA.
Acronis Workflow Automation is included as part of the Acronis Cyber Protect Cloud to channel partners at no charge and with no need to install or integrate it.
Atera Robin
Atera, the New York-based developer of the Robin by Atera AI-powered Autonomous IT platform, in March updated its flagship technology with an aim to help MSPs autonomously rectify daily technical disruptions and end the traditional IT ticket.
Robin by Atera, previously known as IT Autopilot, autonomously diagnoses and resolves IT incidents directly at the endpoint in real time via an agent that sits on a device to take action in real time such as resetting passwords, installing software with administration rights, restarting devices and resetting profiles.
New to the platform is an option for IT professionals to build custom AI workflows with playbooks so that users can guide Robin’s behavior across any support scenario and analyze attached files to improve troubleshooting speed and accuracy. It also now lets administrators determine whether Robin resolves tickets independently or escalates them based on configurable confidence levels.
Darktrace/Email
Cybersecurity technology developer Darktrace in March introduced Darktrace/Email, an AI-native email security services offering targeting MSSPs. The Cambridge, U.K.-based company at the same time updated its Darktrace Defenders Partner Program to better support MSSPs’ ability to deliver AI-native protection to their customers.
Darktrace/Email is aimed at helping MSSPs protect their customers against evermore sophisticated social engineering campaigns and other email risks in multi-customer environments. It is a managed email security offering to help MSSPs deliver AI-native protection across email, collaboration platforms and user identities. Its self-learning AI continuously learns every user’s normal communication patterns and dynamically adapts to each environment to identify subtle anomalies that could indicate possible threats including phishing, business email compromise or account takeover. It then can use AI to automate investigation and prioritization to reduce manual triage.
Hatz AI
Hatz AI provides AI-powered business automation for MSPs. The New York-based company helps MSPs deliver AI as a service to SMBs by enabling them to build and deploy AI tools like chatbots as well as offerings around automation and analytics.
The Hatz AI technology is updated on nearly a weekly basis. Among its latest updates are a new Auto Model Selection that easily lets MSPs choose how the system balances speed, cost and capabilities by selecting one of three models: Light for everyday questions and quick back-and-forth; Turbo for maximum intelligence for complex, high-stakes work; and Performance, which is the balanced default between the other models.
The company also recently added Auto LLM, which analyzes each message sent in real time to route it to the most capable and cost-efficient model based on task type, complexity, files and tools involved.
Lexful Native AI Documentation
Lexful, a Vancouver, British Columbia-based developer of MSP-focused documentation technology, in February came out of stealth with the introduction of an AI-native IT documentation platform purpose-built for MSPs looking to get past outdated documentation, poor search, scattered knowledge and system failures.
Lexful’s platform is what the company calls a knowledge operating system that comes with built-in AI to help MSPs access the knowledge they rely on to operate. It offers four primary benefits:
- Quickly gathers the information needed from an MSP’s own environment to help resolve live tickets without resorting to keyword searches.
- Unifies documentation, assets and credentials into a single verified source of truth for an MSP’s entire team.
- Captures and preserves institutional knowledge when an engineer leaves.
- Provides structured, permission-bounded data using AI without the need for a separate AI readiness project.
The Lexful technology, which is built on MSP workflows, is AI-native by design and ensures that security boundaries are enforced before providing a response. The data is regularly maintained to ensure stale records do not cause a problem.
Liongard MCP Server
Liongard, a Houston-based asset intelligence platform developer for MSPs, in April unveiled an expansion of its LiongardIQ technology for discovering, documenting and monitoring IT assets with an MCP server. MCP, or Model Context Protocol, is an open-source standard release by Anthropic to allow AI models to standardize how AI applications interact with local files, databases and APIs.
The new MCP server opens secure, API-driven access to Liongard IQ asset intelligence. This open connectivity lets AI platforms, automation tools and partner ecosystems work with a continuously updated and trusted data layer to let teams query asset data in real time and trigger workflow automation with up-to-date intelligence.
Pia Automation Hub
Tampa, Fla.-based help desk automation platform developer Pia late last year launched its Automation Hub, a centralized marketplace that gives MSPs, vendors and technology partners a place to access, install and exchange prebuilt automations for service desk and operational workloads. The Pia Automation Hub consolidates automations including chatbot flows, smart forms, extension and code samples to provide MSPs with a single location to expand their automation capabilities. It also lets MSPs and vendors co-develop and contribute real-world automations to manage service issues including ticket triage, user on-boarding and security monitoring.
Rallied AI Technician
Rallied, a Denver-based developer of technology aimed at automating IT work, early this year released Rallied AI Technician. The offering was designed specifically to provide MSPs with the ability to autonomously resolve Tier 1 support tickets in less than a week from the time it is deployed.
When deployed, Rallied AI Technician connects to MSPs’ core tools for managing IT infrastructure and service delivery with an AI agent that analyzes incoming tickets, understands why support was requested and perform needed actions across integrated systems. It works with leading PSA, RMM, identity and documentation platforms to autonomously handle password resets and account unlocks, multifactor authentication resets, permission and group membership changes, mailbox and access configuration, and user on-boarding and offboard workflows.
Rewst RoboRewsty AI Workflow Builder
Rewst is the Tampa, Fla.-based developer of a multitenant automation platform built for MSPs and featuring over 90 integrations to help connect disconnected systems to build dependable workflows. The company raised a Series B round of $31 million in early 2024.
The company last year introduced RoboRewsty, an AI automation assistant that aims to help MSPs build workflows, quickly troubleshoot failed runs and turn complex processes into neatly documented workflows. RoboRewsty provides context-aware guidance for building workflows and uses natural-language inputs to add required tasks, triggers, transitions and code. It also automatically organizes notes to develop required documentation and can analyze problems to make suggestions to improve performance.
SuperOps for IT Teams
Claymont, Del.-based SuperOps develops an AI-powered operating system for modern IT management built for MSPs and internal IT teams. The company’s platform, built around a purpose-built agentic AI that SuperOps calls “Monica,” unifies endpoint management, ticketing, PSA and RMM to help increase IT team efficiency.
SuperOps, which in January unveiled a $25 million funding round, late last year launched SuperOps for IT Teams, which the company calls the industry’s first AI-native unified endpoint management platform. SuperOps for IT includes a built-in help desk along with mobile device management for iOS, iPadOS and Android to integrate desktops, laptops, servers and mobile devices into a single, connected system and provide agentic AI with the context needed to automate IT operations.
