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Revolutionizing Efficiency :
Real-World Examples Of How AI And Automation Are Transforming The Way MSPs Work
Discover how AI and automation in Kaseya ’ s IT Complete platform help MSPs boost technician productivity , streamline tasks , and scale profitably .
Nadir Merchant , GM And CTO , IT Glue
What if your technicians could 3x — or even 5x — the number of users or endpoints they support ? What if they could get smart summaries of ticket histories or not have to write resolution notes ? What if those same techs no longer had to spend painstaking time creating and updating SOPs and other documentation ?
Advances in artificial intelligence and automation within the MSP tool stack are making this all possible , enabling you to reap efficiencies gains and scale your business without scaling your staff — ultimately driving up your profit and revenue .
A typical MSP today supports between 100-300 endpoints or users per technician . “ We ’ d like to see that more like 1,000 or 1,500 endpoints per technician ,” says Nadir Merchant , GM and CTO , IT Glue , Kaseya . “ And we believe that AI is one of the most meaningful ways that we can get there .”
Here ’ s a look at the GenAI and automation capabilities in the Kaseya IT Complete platform and how MSPs are benefiting today .
Automated Documentation = Better Peace Of Mind And Time Saved
Kaseya has been on the leading edge of AI , introducing its Cooper Intelligence Engine in 2022 and continuing to build on that foundation throughout its platform . For example , Cooper Copilot for IT Glue , introduced in 2024 , now has five applications : Smart Create to automate document creation ; Smart Relate to automatically associate related documents ; Smart Assist to help with curating and keeping documentation relevant ; Smart SOP Generator , which records a technician ’ s behavior to automatically create an SOP ; and Smart SOP Writer , which takes prompts from a technician to generate an SOP .
The first version of Smart Assist focused on SOPs ; the second version , rolled out in January 2025 , automates the detection and removal of duplicate configurations , Merchant says . Coming after that will be the ability to identify and remove stale and weak passwords .
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