Rallied AI

Rallied AI is an autonomous AI technician engineered specifically for Managed Service Providers (MSPs) to automate the resolution of Level 1 and Level 2 support tickets. It functions as a virtual team member that integrates directly into an MSP's existing operational stack, including PSA tools like ConnectWise and Autotask, RMM platforms, and core identity systems such as Microsoft 365 and Entra ID. The primary value proposition is the elimination of low-value, repetitive technical work that consumes high-cost engineering resources. By autonomously executing fixes for common issues like password resets, account unlocks, and mailbox permissions, Rallied AI frees up senior technicians to focus on strategic project work that drives business growth and improves margins. It operates through familiar collaboration channels like Slack and Microsoft Teams, allowing end-users to interact with it conversationally, or works silently directly within the PSA. Designed for rapid deployment, Rallied AI aims to deliver measurable ROI within weeks by reclaiming 50-100 hours of technical labor per month, translating directly to thousands of dollars in recovered operational efficiency and deferred hiring costs.

Autonomous Ticket Resolution

Rallied AI goes beyond suggesting next steps; it executes the complete fix for common L1/L2 issues. It autonomously performs actions like resetting passwords in Active Directory, unlocking user accounts in Entra ID, modifying group memberships, and adjusting mailbox permissions. Upon completion, it notifies the end-user of the resolution and updates the ticket in the PSA with full documentation, closing the loop without human intervention.

Intelligent Triage and Dispatch

Before routing a ticket, Rallied AI engages with the end-user to ask pertinent diagnostic questions, accurately categorizes the issue, sets the correct priority, and populates all necessary triage fields within the PSA. It can also pull relevant documentation from integrated platforms like IT Glue or Hudu to provide context, ensuring tickets are dispatched to the correct human technician with all prerequisite information already gathered.

Automated Onboarding and Offboarding

Rallied AI streamlines complex user lifecycle management workflows. For onboarding, it can provision a new hire by creating an AD account, assigning an M365 license, adding the user to security groups, deploying the RMM agent, and updating the PSA—all triggered from a single message or ticket. Similarly, it can schedule and execute offboarding tasks, including access revocation and license reclamation, ensuring security and compliance.

Seamless Stack Integration and Governance

The platform connects natively to an MSP's entire ecosystem, including major PSA, RMM, documentation, and identity management tools. Crucially, administrators maintain full control by defining precise governance rules. You determine which workflows Rallied AI handles autonomously and which require human approval, allowing for a risk-managed expansion of its responsibilities as confidence in the system grows.

Freeing Senior Engineers from Repetitive Tasks

MSPs often find their highest-paid L2 and L3 engineers bogged down in basic password resets and account unlocks. This represents significant margin erosion. Rallied AI assumes 100% of this workload, allowing senior staff to reallocate their time to billable project work, security initiatives, and other high-value activities that directly contribute to business growth and client satisfaction.

Scaling Operations Without Adding Headcount

For growing MSPs facing increased ticket volume but constrained by hiring budgets and lengthy ramp-up times for new technicians, Rallied AI acts as an immediate force multiplier. It handles the surge in L1/L2 tickets without the $50k+ annual salary and management overhead of a new hire, enabling scalable service delivery and protecting profit margins.

Replacing High-Maintenance Automation Tools

Many MSPs have experimented with other automation or AI platforms that require months of setup and a dedicated, full-time administrator to build and maintain complex workflows. Rallied AI contrasts by focusing on out-of-the-box, actionable automation for the most common tickets, deploying in the same week and operating independently without continuous heavy administrative burden.

Providing 24/7 Support Coverage

As an always-on AI technician, Rallied AI provides immediate response and resolution to common IT issues outside of standard business hours. This improves end-user satisfaction and productivity by resolving urgent but simple problems like VPN access or account lockouts instantly, day or night, without requiring an on-call human technician to intervene.

What if it breaks something?

Rallied AI is built with robust governance controls. During implementation, you define clear parameters for what it can do autonomously and where it must seek human approval first. This sandboxed approach allows you to start with low-risk, high-volume tasks. As you build confidence through observed performance over weeks and months, you can systematically expand its autonomous scope in a controlled, risk-managed manner.

We've tried AI tools before. How is this different?

Previous tools often function as co-pilots that suggest actions, leaving the execution to a human. Others require extensive professional services and a dedicated internal admin to manage. Rallied AI is designed as a true autonomous technician that executes the work end-to-end. It is built for rapid deployment, typically within a week, and operates independently without needing a full-time trainer, focusing on delivering immediate, measurable labor savings.

What kind of tickets can it actually resolve?

Rallied AI is specifically engineered to handle a wide range of common Level 1 and Level 2 tickets autonomously. This includes password resets, Active Directory account unlocks, Microsoft 365 license management, distribution and security group membership changes, basic mailbox permission grants, and VPN access issues. It also expertly triages and dispatches more complex issues to the appropriate human technician.

How long does implementation take?

Implementation is designed for speed to value. The process typically begins with a kickoff call to map your stack and scope initial workflows. Connection and deployment of Rallied AI into your environment (via Slack, Teams, or PSA) is targeted for completion within the same week. This is followed by a 30-day free trial where a forward-deployed engineer fine-tunes the system, after which it runs autonomously.