Where It Shows Up
Specific AI tools and features available in PSA/RMM platforms, with costs, capabilities, and vendor comparison for MSP decision-makers.
Introduction
AI features are now embedded across PSA, RMM, and specialized tools serving MSPs. Some add measurable value, others are rebranded automation. This section aims to compare what’s available, where it fits, and how to evaluate claims responsibly.
Example Implementation Categories
General AI Assistants
Flexible, cheap
No MSP-specific context, limited business logic
ChatGPT, Claude, Microsoft Copilot (often approved due to no-training policy)
PSA-Native Features
Built into existing workflows, access to client-specific data, bi-directional sync
Vendor lock-in, limited to single PSA ecosystem
Atera, ConnectWise, Autotask, Syncro
Specialized AI Tools
Fill gaps PSA/RMM don’t cover
Fragmented ecosystem, requires integration
Mizo AI, zofiQ, Neo Agent/Cooper Copilot, Rewst, N8N, DialPad, Nextiva, Riscosity, Augmentt, Auvik
Example PSA Platform Comparison
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Atera
Diagnostics, script gen, ticket summarization, alert analysis
$129+/tech/mo
Faster troubleshooting
SOC 2, ISO 27001
ConnectWise Sidekick
Triage, email replies, sentiment tracking, scripting
~$1,042/mo saved per tech
5 min saved/ticket
No-training, secure access
Autotask PSA
Categorization, summaries, polished comms
Seat-based
15–30% more tickets/tech
DPA, least-privilege
Syncro
Categorization, summaries, responses
Seat-based
Limited scope
Review privacy policy
Agentic AI Explained
Agentic AI is marketed as the “next step” beyond automation. In practice, it chains multiple probabilistic decisions together. That makes it more flexible, but also more fragile.
Key Points
Works by chaining LLM-driven tasks (interpret, act, summarize)
Can save hours in triage and resolution
Compounds risk if unchecked: one bad step can cascade
Requires explicit rollback and human sign-off policies
Example failure: AI suggests a reboot script for all endpoints based on one vague ticket. Without review, this cascades into widespread disruption.
Bottom Line
MSPs now have a broad menu of AI features across PSA, RMM, and specialized tools. Real ROI is possible, but only when features are evaluated against data policies, integration depth, and oversight requirements. Agentic AI should be treated as a junior tech, useful and fast, but prone to confident mistakes without supervision.
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