ConnectWise has announced the continued expansion of zofiQ, its AI-powered platform for managed service providers (MSPs) and IT teams, with early partners reporting substantial operational improvements through automation and autonomous execution.

Organizations already using zofiQ are seeing measurable results across service delivery:

"We have seen an 86% reduction in escalations since integrating zofiQ within the ConnectWise Platform," said Zohaib Javid, service desk team lead, Fusion Computing.

"With zofiQ running on ConnectWise PSA, it feels like we added two extra analysts to our team, without hiring," said Mike Pearlstein, founder and CEO, Fusion Computing. "Productivity, response times and ticket quality have all noticeably improved."

These results reflect a broader shift in how IT service organizations are leveraging AI — not just for recommendations, but to drive outcomes through execution.

From Insights to Action

As AI adoption accelerates, many IT teams remain constrained by tools that provide insight without action. ConnectWise is advancing a more complete approach — embedding intelligence directly into core workflows that enable systems to turn insights into outcomes.

zofiQ builds on AI assistant capabilities and extends them into autonomous service execution. Operating natively within the ConnectWise platform, it automates repetitive workflows such as ticket triage, routing and administrative tasks, while continuously improving performance based on real service data.

"Since implementing zofiQ, our team has dramatically reduced escalations and improved technician confidence," said Dan Olson, CEO, Peak Global Solutions. "It's become the operational heartbeat of our service desk."

A key component of this system is the Oversight Agent, which introduces governance and accountability into AI-driven operations. It continuously monitors tickets, SLAs and agent activity — proactively identifying risks, flagging inconsistencies and ensuring service standards are maintained.

Driving Measurable Operational Impact

By combining assistants, autonomous agents, and oversight into a unified system, zofiQ enables MSPs and IT teams to:

• Reduce Tier 1 and Tier 2 escalations
• Accelerate resolution times across high-volume environments
• Increase service capacity without additional cost
• Improve consistency and service quality
• Free up technical resources for higher-value work

AI Where the Work Happens

Unlike standalone AI tools, zofiQ is embedded directly within the PSA environment — where service work occurs. This allows organizations to:

• Automatically triage and route incoming service requests
• Monitor SLA performance and proactively flag risks
• Execute closed-loop workflows from intake through resolution
• Surface contextual insights from historical ticket data
• Identify trends, recurring issues and customer sentiment

"The autotriage has been amazing — it's a game changer," said Sam Gridley, CEO, Intech Hawaii. "We're saving hours every day. The company assignment agent alone saved us 30-plus hours of Microsoft configuration work."

A New Model for IT Operations

ConnectWise sees this evolution from assistive AI to autonomous execution with oversight as a foundational shift for MSPs and IT teams.

"MSPs don't need more AI that merely makes suggestions — they need systems that can actually do the work," said Lee Silverstone, senior vice president, Product AI Platform, ConnectWise. "With zofiQ, we're building on AI assistants and extending their value into execution, bringing automation directly into service operations where it can drive measurable outcomes."

"AI delivers the most value when it combines insights with action," said David Raissipour, chief product and technology officer, ConnectWise. "By bringing assistants, agents and oversight together in a unified and orchestrated system, we're enabling organizations to scale efficiently while maintaining control and accountability."

With built-in oversight and continuous optimization, this model enables organizations to move from reactive service delivery to systems that continuously improve and scale business outcomes.