Kaseya’s decade-long push to simplify MSP operations has reached a turning point. The company built its innovation strategy around AI, automation, and platform unification. More than just adding features, it is designed to help partners work smarter and grow faster.
As Nadir Merchant told ChannelPro in an interview, the mission is rooted in eliminating complexity. The average MSP uses around 40 disparate systems to run their business, which results in 40 opportunities for inefficiency. So, Kaseya built its platform to eliminate that friction.
“We’ve invested a ton in our data infrastructure, integrations, and user interface through all the 17 acquisitions we’ve done over the last 10 years,” said the general manager of IT operations at KaseyaOne. “We’re on the precipice of taking an early-stage platform to being a truly mature one, … truly revolutionizing the way that we deliver the platform.”
Nadir Merchant takes the stage at DattoCon 2025.
That set the tone for DattoCon 2025. During the annual event in Miami, Merchant and his fellow Kaseya executives spotlighted how the company’s innovation engine — fueled by AI, automation, and integration — is redefining operational efficiency for MSPs.
Platform Power: New AI-driven Advantages for MSPs
During the Innovation Keynote on Oct. 7, Executive Vice President of Product Gray Knowlton reinforced Kaseya’s mission. “We want to help you add more customers, add more lines of business, and run your operations more efficiently than you’ve ever done before.”
Kaseya introduced several enhanced capabilities in its unified platform during DattoCon, many of which rely on AI. Merchant emphasized that while AI is transforming the entire IT landscape, most MSPs don’t have the internal resources to build and train their own solutions. “It’s incumbent on vendors like Kaseya to provide the capabilities MSPs need with AI to revolutionize the way they deliver their solutions,” he told ChannelPro. “If we don’t do it, some startup will.”
For example, Kaseya will introduce Cooper Coach into its platform in January 2026. This capability is the industry’s first intelligent natural-language interface for MSP data in the Kaseya platform, Merchant explained during the Innovation Keynote. The tool will let technicians ask questions or perform tasks conversationally first in IT Glue and then across the Kaseya suite.
“You’ll be able to do intelligent things, like ask it, ‘Give me a report of all of my configurations that have Windows 10 or older on it.’ You’ll also be able to use it to execute actions in the platform. … It goes far beyond what you can do with a generic, off-the-shelf AI solution. This is going to be a very powerful tool that’s going to help you massively.”
Kaseya plans to unveil more capabilities through Cooper Coach in the coming months.
That vision resonated with partners in attendance, including Suzanne Dombrowski, CFO of 12:34 MicroTechnologies in Lancaster, PA. “The thing to me that’s the most exciting and has been for quite some time is all the integration of the products. We are pretty much all in with Kaseya, and we build our business around that.”
The Digital Workforce Ahead
Kaseya’s most transformative leap will come with its Digital Workforce initiative, set to debut next April at Kaseya Connect. “By next year, the Digital Workforce will be live and revolutionizing the way MSPs deliver service,” Merchant told ChannelPro.
He described the initiative as a network of AI agents working alongside technicians to automate routine service tasks. Those capabilities will be complemented by Cooper Coach, which Merchant said would evolve from a “how-to” assistant into a data analysis engine capable of identifying insights and actions across multiple Kaseya tools.
At DattoCon’s opening keynote, Kaseya Vice President of Engineering Paul Burke explained that the Digital Workforce represents a new class of intelligence built directly into the Kaseya platform. “Because it’s a native capability of the platform, it has two things no external tool ever will: a single view across all your components and the unified data stream that flows between them.”
The goal is to create digital specialists capable of reasoning and acting autonomously. “What makes this different from every other solution is that the Digital Workforce is not made up of scripts or chatbots. It’s comprised of digital specialists using agentic reasoning that understand your environment. They think, they assess, and act just like a top-tier technician would.”
Continuous Growth and Integration
Beyond AI, Kaseya continues to strengthen its product foundation, from endpoint management and security to backup and data protection.
During the Innovation Keynote, product leaders also highlighted:
- Network monitoring for Datto RMM, featuring automatic device discovery and single-click onboarding
- Unified SaaS protection with integrated SaaS Alerts to detect data exfiltration
- The Datto SIRIS 6 appliance, doubling storage capacity and improving efficiency for backup workloads
Those developments were part of a long-term vision to help MSPs better support their SMB clients, Merchant noted.
“As IT evolves and gets broader, there are new security threats, new types of devices, new environments. We’re going to continue to broaden our portfolio to make sure that we can manage all aspects of IT,” he said. “That’s fundamental to what we’re doing.”
Empowering MSP Profitability
Kaseya’s message throughout DattoCon was clear: Innovation must translate directly into partner profit. Merchant noted that Kaseya’s MSP partners already report higher margins than the industry average. Much of that can be attributed to automation and the unified platform.
Gray Knowlton leads the Innovation Keynote at DattoCon 2025.
Knowlton reinforced that theme in the Innovation Keynote. “With AI, we want to scale your business so that you can support more endpoints, more users, and deliver more services without increasing your cost and therefore generate higher margin. You’re in a very competitive business, and efficiency is not optional. It’s how you survive and thrive.”
Looking ahead, the work ahead is as much about mindset as it is about technology, Merchant told ChannelPro.
“The world is transforming right now. We are at the crux of a huge transformation in technology across the world in all industries, and that’s AI, of course. … What we can do today with AI is incredible. It would have been inconceivable a few years ago. But we’re still, in my opinion, in the early innings of what we can do with AI.”
That philosophy drives every Kaseya initiative, from AI automation to platform integration. It’s all built with one purpose: helping MSPs lead the next era of IT innovation.
Want More from DattoCon?
From major product announcements to bold AI strategies, DattoCon 2025 was packed with insights MSPs can’t afford to miss. Read more ChannelPro coverage here:
Margins, AI, and MSP Survival: 5 Lessons from Kaseya CEO’s DattoCon Keynote
Anjali Fluker is senior channel editor for The ChannelPro Network, where she covers news, trends, and best practices for the MSP community. She specializes in telling the stories that matter to IT providers serving the SMB market. When she’s not reporting on the latest in managed services, she’s connecting with channel pros at industry events across the country.
Images: Anjali Fluker/ChannelPro
