Imagine having a brilliant sidekick— one that anticipates problems, solves repetitive tasks for you, and amplifies your decision-making abilities. For IT professionals and MSPs, this futuristic vision is no longer just a dream; it’s a reality with LogMeIn Resolve. Resolve’s approach to transformative yet practical AI gives IT teams the "brains" to work smarter and the "brawn" to resolve issues more effectively.

Whether you’re an IT professional at a small business juggling every imaginable technical challenge or an MSP managing multiple client environments while trying to scale your business, there is one constant: more issues to address than time in the day. Repetitive frustration of resetting user passwords for the umpteenth time, the fire drills triggered by unexpected system outages, the countless hours spent troubleshooting recurring connectivity issues, etc., strain resources and morale. These seemingly endless cycles of reactive problem-solving and manual tasks aren’t just time-consuming—they handcuff IT organizations, making it hard to take on strategic projects or grow their business.

This is where AI comes in —a powerful solution for simplifying the day-to-day chaos. AI can quickly analyze volumes of data, provide actionable insights, predict potential issues before they occur, and automate those pesky repeatable tasks like clearing cache or applying updates. This efficiency translates into tangible results like happier agents and end-users, reduced downtime, and significant cost savings. This is today’s reality with AI, not just a buzzword.

Unfortunately, not all AI delivers on this opportunity. However, we believe our approach to practical AI in Resolve can deliver and set it apart from other unfulfilled claims.

Resolve’s Approach to Practical AI: Engineering a Balance Between Brains and Brawn

At its core, practical AI should strip away the complexity and enable IT professionals to work smarter, not harder. This means empowering teams through tools that are smart, effective, and simple enough to use daily.

First are the “Brains”, or the AI-powered insights, of the operation. These AI features in Resolve make IT professionals smarter and more equipped to act. This is data and actionable insights that enable teams to identify trends, tackle recurring problems, and prioritize critical issues.

For example, the GoPilot interactive assistant performs on-the-fly diagnostics, allowing teams to quickly handle routine tasks like identifying software updates or troubleshooting hardware issues. Or the soon-to-be-released Command Center, your action-oriented hub that intelligently surfaces critical observations and provides clear resolution paths, helping reduce downtime and avoid wasted hours.

While the "Brains" work to enhance IT knowledge and decision-making, the "Brawn", or intelligent problem resolution, flexes its muscle by automating, executing, and resolving problems efficiently. This is where AI goes beyond giving you advice; it gets its virtual hands dirty to actively resolve problems, take action, and get work off your plate.

Features like AI-assisted ticketing, where the system categorizes tickets, generates response templates, and links relevant knowledge base articles to save IT agents hours every week while ensuring faster resolutions for end-users. And speaking of knowledge, Resolve’s knowledge base is powered by AI. From creating new articles directly from successful remote support session notes (which are AI-generated, as well) to automatic label and summary generation, this practical AI implementation eliminates very manual tasks and creates consistency in knowledge hygiene. Finally, there is the new Virtual Technician, which puts everything together for hands-on problem-solving. But more on that in a minute.

Description automatically generatedThe ultimate value of Resolve lies not just in its individual pillars but in how the "Brains" and "Brawn" complement each other. Insights provided by the Brain guide problem resolution carried out by the Brawn, while the actions executed by the Brawn continuously inform and refine the insights delivered by the Brain. This bi-directional collaboration ensures that IT professionals benefit from a full-circle solution: smarter decisions spawn faster resolutions, and successful resolutions lead to even smarter decisions.

Now, let’s get back to Resolve’s latest groundbreaking feature, the Virtual Technician.

Resolve’s Virtual Technician: A Revolution in IT Problem Solving

Let me paint a before-and-after picture. Before adopting Virtual Technician, resolving tickets or issues—whether simple but plentiful or complex and time-consuming—often involved lengthy troubleshooting processes, manual documentation, trial and error, and inconsistent results. Every fix was its own unique puzzle that depended heavily on the expertise of the particular agent assigned to the issue.

Now? Welcome to a world of automation, transparency, and intuitive problem-solving.

So, what is this Virtual Technician? It’s a cutting-edge, AI-powered tool that automates tasks using natural language prompts and auto-generated step-by-step plans—that’s right, no complicated automation scripts are needed! Let me break down what I see as three key aspects of it.

1. Simplicity: You don’t need to craft intricate code or commands. The Virtual Technician understands plain English (or any language for that matter!). Whether you request a simple AV scan or multiple-step application configuration, the AI translates your words into actionable plans.
2. Standardized, Reusable Workflows: Got a process you perform often, like clearing browser caches or fixing VPN configurations? With the Virtual Technician, you can create reusable plans that anyone on your team can execute consistently—no guesswork required.
3. Ultimate Transparency: Here’s the kicker — all Virtual Technician plans must be approved by the agent, meaning there’s complete transparency. It’s not a black-box solution running interference behind the scenes. This gives teams confidence and control, ensuring nothing happens without their say-so.

Let me make this a bit more real for you. Think of an IT tech working on an O365 issue causing issues across your fleet. The tech might spend an hour to two hours, at minimum, manually troubleshooting O365 connectivity issues, repeating standard diagnostic steps over and over across different devices. With the Virtual Technician, that tech can identify and resolve the problems in 5 minutes with a prebuilt recipe. Sounds too good to be true? It’s not, and here is the video to prove it.

As you can see, this isn’t a fantasy—it’s a reality for Resolve customers. Resolve’s two-sided approach to AI is turning overworked IT teams, ticket resolution delays, frustrated end-users, and wasted potential into streamlined operations, empowered teams, dependable outcomes, and a much happier workforce.

We’re excited to lead the charge by delivering practical, human-centric, and purpose-built AI for IT teams. No fanciful promises. No complicated ramp-up periods. Just intuitive tools designed to make your life easier. From small IT teams achieving enterprise-level IT sophistication in resource-constrained environments to MSPs being able to scale quickly, delight their clients, and cut operational costs, Resolve’s innovative AI is helping deliver results.

Learn more about all the great AI capabilities in Resolve.