On day one of Kaseya Connect 2025, the main stage was electric during the AI Showcase Keynote, where two thought leaders, Allie Miller, CEO of Open Machine, and Nadir Merchant, general manager of the IT Operations Suite at Kaseya, took the spotlight to explore one of the most pressing topics in modern IT: artificial intelligence (AI).
The state of AI: From theory to reality
Allie Miller opened the keynote with an engaging breakdown of the current AI landscape, declaring that we’re no longer at the beginning — we’re already in Act 2. With ChatGPT reaching 100 million users faster than any platform in history, AI adoption is accelerating at an unprecedented pace. What once took a decade in AI advancements now happens in a year (or less).
Miller emphasized that AI has become more accurate, more affordable and more accessible. From quantum physicists to everyday users, the playing field is leveling fast. Her key message: If you think you’re still preparing for AI, you’re already behind.
The ‘3P Methodology’ for AI-first businesses
Miller introduced her 3P Framework— People, Process, Product — to help organizations rethink how AI can deliver holistic value:
- People: Empower employees with AI tools that supercharge productivity.
- Process: Automate and enhance back-office operations.
- Product: Infuse AI throughout product creation, not just as a bolt-on.
She shared real-world applications, including:
- Morgan Stanley: Deployed an internal AI assistant to help wealth managers access knowledge bases faster. Customers still received human support, but it was powered by faster, AI-enhanced responses.
- Walmart: Leveraged an AI negotiation tool that achieved a 68% close rate, far surpassing its 20% target. Surprisingly, 75% of vendors preferred negotiating with the AI, as it made them feel seen and sped up their deals.
AI may have started in the enterprise world, but it’s now empowering businesses of every size to connect with customers and streamline how they work.
AI is your new customer
Miller dropped a thought-provoking insight: Your customers are already using AI to evaluate your business. She showcased examples like Manus, an autonomous AI shopping agent, and Stitch Fix’s use of AI to generate product descriptions in under a minute.
From no-code tools like Locofy to AI-generated job assessments built on the fly with Claude AI, it’s clear the age of real-time, AI-powered personalization is here.
Making AI practical for IT
Kaseya’s Nadir Merchant brought the conversation home with a focus on practical AI innovation for IT professionals. He cautioned that while “AI” is slapped on every tech product today, true AI must be outcome-driven, specific to users and powered by relevant data.
He shared Kaseya’s vision for Cooper AI, now with:
- 11,000 users using Cooper AI over 300,000 times.
- Tools that help technicians complete tasks 30 times faster per week.
- Over 13,000 SOPs created with Cooper Copilot’s Smart SOP Generator since its launch in March 2025.
The Cooper AI roadmap: What’s next?
Merchant revealed a bold product roadmap designed to help IT pros work smarter, not harder. Upcoming Cooper AI innovations include:
- Smart SOP Generator v2 (May 15): Auto-records and documents technician activity
- Smart Triage for Autotask (June): Prioritizes tickets intelligently
- Smart Assessment Executive Summary: Summarizes risk and performance
- Cooper Copilot for Datto RMM: Uses AI-driven insights to speed up issue detection and response in Datto RMM
- Cooper Coach: Analyzes historical ticket behavior for future improvements
- Smart Cybersecurity Assistant for SaaS Alerts: Provides real-time AI analysis and guidance for faster threat response
All of these tools focus on increasing technician efficiency while boosting profitability.
Final thoughts: The AI moment is now
AI is no longer a future concept or a buzzword. It’s a present-day business tool that’s rapidly transforming how IT teams operate, how products are built and how customers interact with companies.
Both Miller and Merchant highlighted real, measurable outcomes businesses are achieving today by embracing AI, including:
- Faster responses and better customer experiences
- Operational cost savings and efficiency
- Improved productivity
Kaseya’s approach to AI focuses on practical applications that directly support technician workflows, boost profitability and reduce time spent on repetitive tasks. Tools like Smart Assist, Smart Relate, Smart Create and the upcoming Smart SOP Generator v2 are already being used thousands of times a week by real IT teams.
Ready to see what AI can really do for your IT operations?
Book a personalized demo of Kaseya’s AI capabilities and explore how purposeful AI can help you boost technician productivity, streamline service delivery and drive business results.
