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AI for MSPs: Vendors profit from activity, not resolved tickets
A structural margin pressure is emerging as AI manufacturers bill MSPs for agent activity, while MSPs are paid by clients for resolved outcomes. Companies like ConnectWise and Super IT charge based on volumes of AI-driven attempts (agent activity, token usage), creating a financial disconnect—since MSP contracts tie revenue to tickets actually solved and kept closed, not the process steps taken.
ConnectWise introduced an RMM agent that automates diagnostics and ticket triage within its platform. Company-supplied data claims substantial efficiency gains: for one partner, 99% of over 7,000…
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