The Future of PSA: Harnessing AI for Next-Gen Service Delivery at DattoCon Asia-Pacific
During a breakout session at DattoCon Asia-Pacific, Kevin Sequeira, General Manager of PSA at Kaseya, took the stage to share an inspiring vision of how AI is reshaping the PSA landscape. Held at the Hyatt Regency in Sydney, this session, titled “The Future of PSA: Harnessing AI for Next-Gen Service Delivery,” outlined Kaseya’s transformative journey from a traditional ticketing system to a proactive business operating platform that empowers MSPs to deliver unparalleled service quality.
From ticketing to a unified business operating system
Kevin opened with a nod to how PSAs have evolved beyond simple ticketing. Where once “PSA” meant managing tickets, today’s landscape demands an all-encompassing business operating system — one that unifies ticketing, billing, project tracking and more, giving complete visibility and control over IT operations. Autotask is meeting this need by continuously evolving, and Kevin emphasized that this progress is customer-driven. With over 980 hours of customer connection calls logged this year alone, Autotask is fueled by user feedback, ensuring that each release aligns with real-world demands.
Autotask: A platform built to empower your team & delight customers
Kevin highlighted customer centricity as the core of Autotask’s mission. By providing technicians with streamlined workflows and automated tasks, Autotask enables faster, smarter and more efficient service delivery. This customer-focused approach yields:
- Faster resolutions: Automated workflows allow technicians to focus on high-value tasks, resulting in quicker ticket resolutions.
- Enhanced service quality: AI-driven intelligence helps technicians communicate more effectively, providing customers with clear, actionable insights.
- Predictable outcomes: By integrating every touchpoint, Autotask delivers consistent, high-quality service, exceeding customer expectations.
The power of platform: A seamless ecosystem
One of the biggest announcements from Kaseya this year is the introduction of Kaseya 365 — a single platform for managing, securing, backing up and automating IT environments. Kevin underscored that Autotask’s integration with Kaseya 365 offers a holistic approach to IT management, transforming Autotask into a platform that connects all essential tools. With over 350 third-party integrations and an impressive 12 billion API calls processed annually, Autotask is bridging systems to create a cohesive IT ecosystem, allowing MSPs to manage the entire customer journey.
Cooper Copilot: AI-driven efficiency
Autotask’s latest AI engine, Cooper Copilot, amplifies you, your team and your business with the following features:
- Smart Ticket Summaries: Cooper Copilot automatically generates ticket summaries by analyzing ticket notes, enabling faster, more informed decisions.
- Smart Resolution Summary: Cooper Copilot automatically generates comprehensive, step-by-step resolution notes for completed tickets. This not only helps you resolve future issues faster but also ensures audit readiness and allows junior technicians to tackle more complex problems with confidence.
- Smart Writing Assistant: Cooper Copilot converts technical jargon, shorthand and informal notes into polished, professional responses that promote understanding and trust. Say goodbye to miscommunication and hello to happy customers.
- COMING SOON! Smart Triage: Soon, Cooper Copilot will assess tickets and suggest assignments based on technician history, while also consolidating similar tickets into one for streamlined resolution.
A ticketless future: The evolution of PSA
Looking forward, Kevin introduced the revolutionary concept of Ticketless PSA. Moving beyond the traditional ticket model, the future of PSA centers on delivering customer value proactively, even before an issue arises:
- Self-help: Clients access solutions through the client portal, receiving suggested articles before they even create a ticket.
- Self-resolution: Automated workflows powered by Cooper Bots help complete tasks faster, creating a seamless experience without extensive back-and-forth.
- Self-service: Proactive management enables MSPs to show ongoing value, with analytics and data insights tailored to each client’s needs.
By adopting a ticketless model, MSPs can save valuable time on each ticket. This approach is a strategic shift, allowing MSPs to scale efficiently, handle higher volumes and allocate resources to the highest-priority issues.
Envisioning the next-gen service delivery
Kaseya’s vision for Autotask is clear: a unified, proactive platform that empowers MSPs to exceed customer expectations at every level. From the powerful integration hub to AI-driven insights, Autotask is committed to evolving into an intelligent business operating system, one that anticipates needs, drives efficiency and consistently delivers value.
As Kevin’s session at DattoCon Asia-Pacific demonstrated, the future of PSA is not just about handling tickets; it’s about harnessing AI to create a seamless, customer-centric service delivery experience. With innovations like Cooper Copilot and Kaseya 365, Autotask is setting the stage for MSPs to thrive in a ticketless, proactive world.
Want to experience the power of Autotask for yourself? Book a live demo with one of our product experts.
