Pia, a leading automation platform for MSPs, today announced the launch of Pia Chat — a Microsoft Teams-based application that uses AI Resolution Assist to handle requests and SmartForms to resolve tickets, while allowing clients to chat directly with technicians when deeper expertise is needed.
Unlike traditional service desk workflows that route tickets through multiple systems and manual handoffs, Pia Chat provides a seamless end-to-end experience across the full lifecycle of a request.
The AI assistant collects key details from clients, guides them to a SmartForm, and enables zero‑touch resolution, closing tickets in seconds. Those that need human attention are escalated to a technician with full context.
According to Pia, MSPs in early access have already reported measurable reductions in ticket volume and resolution time, with technicians spending less time chasing information and more time on work that drives revenue.
“There’s a lot of noise in the market around AI and chat tools, but most of it still creates more work for technicians instead of less,” said David Schwartz, CEO of Pia. “What we’re seeing with Pia Chat is different. MSPs in early access are already using it to handle requests directly in Teams and resolve issues faster without jumping between tools. That’s the shift. Our intention is not to add another solution to the stack. We are focused on actually completing the work.”
