LOS ANGELES — April 27, 2026 — Pia, the leading automation platform for managed service providers (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 already in hand — no back-and-forth, no rework.
MSPs have long struggled with operational drag that compounds across every client interaction:
Pia Chat directly addresses these by consolidating intake, automation, and resolution into a single, familiar interface
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.”
To learn more about Pia Chat, join Pia for a live webinar on May 14 at 12:00 p.m. ET for a product overview, demo, and Q&A session, or visit https://pia.ai/blog/ceos-note-on-the-launch-of-pia-chat.
About Pia
Pia is an MSP service delivery automation platform built to resolve tickets faster and enable service teams to execute work consistently and at scale. Operating directly inside the PSA, Piauses a proprietary machine learning model to classify tickets and trigger 100+ pre-built automations, along with the flexibility to create custom workflows as needs evolve. The result is faster ticket resolution, higher productivity, improved employee satisfaction, exceptional client experiences, and scalable company growth without increasing headcount. Learn more at https://pia.ai/
If you want to see how Pia Chat actually works, we're doing a live walkthrough on May 14. Two sessions, pick whichever fits your timezone: