AI Search provides a fast and intuitive way to find information, services, and business objects across Matrix42 Enterprise using natural language.

Instead of navigating through multiple applications or relying on exact keywords, users can simply describe what they are looking for. AI Search understands the context of the query and retrieves relevant results from available enterprise content.

With Matrix42 Enterprise 26.2, AI Search is available for both End Users and Service Desk Agents, delivering a unified search experience tailored to their respective applications.

AI Search helps users:

• Find information faster: Discover relevant knowledge articles, services, tickets, and other business objects using natural language.
• Access frequently used content: Quickly return to recently viewed objects and previous searches.
• Navigate directly to results: Open matching objects without manually navigating through applications.
• Take immediate action: Open an object’s preview and execute available actions directly from the search experience.
• Improve self-service: Find existing solutions or services before creating a support request.
• Increase agent productivity: Quickly access relevant tickets, knowledge, and service information while handling incidents and requests.

Using AI Search

AI Search is accessible directly from supported Matrix42 Enterprise applications.

The search interface adapts to the application context, providing a streamlined experience for End Users and a more compact interface for Service Desk Agents.

AI Search in the Self-Service Portal

In the Self-Service Portal, AI Search is prominently integrated into the landing page, making it the primary entry point for finding information and services.

Users can enter a natural-language query, explore available categories, or quickly access recently viewed items.

The search interface includes:

• Search input: Describe a problem or enter what you are looking for.
• Search categories: Filter results by available content types, such as Knowledge Base Articles, Services, Service Bundles, and Service Groups.
• Recently Viewed: Quickly access previously opened tickets, orders, and other business objects.
• Search History: Return to previously executed search queries.
• Ask Neo: Switch to Neo Agentic Assistant when conversational assistance is needed.

AI Search for Service Desk Agents

Service Desk Agents can access AI Search directly from the global application header.

Unlike the Self-Service Portal landing page, AI Search opens in a compact overlay, allowing agents to search without leaving their current workspace.

The interface provides access to application-specific search categories, recently viewed records, and search history.

For example, agents can search across Incidents, Problems, Service Requests, and Knowledge Base Articles, depending on the configured categories.

This enables agents to quickly find relevant information while continuing their work.

Working with Search Results

AI Search goes beyond simply displaying matching records.

Users can interact with search results directly, making it easier to continue working with the information they find.

Depending on the selected object and the user’s permissions, they can:

• Navigate to the object: Open the corresponding record directly from search results.
• Open Preview: Inspect the selected object’s details without navigating away from the current application.
• Execute actions: Run available actions for the selected object directly from its preview.

This allows users to move seamlessly from discovering information to working with the corresponding business object.

Available actions depend on the object type, application configuration, and the user’s permissions.

AI Search vs. Neo Agentic Assistant

AI Search and Neo Agentic Assistant complement each other but serve different purposes.

AI Search helps users quickly find and access existing information, while Neo Agentic Assistant provides conversational guidance, troubleshooting, and task execution.

Both capabilities are accessible from the search experience, allowing users to choose between finding existing information and requesting conversational assistance.

Search Categories and Content Scope

AI Search organizes searchable content into categories, helping users focus on specific types of information and business objects.

Available categories depend on the application and its configuration.

Configuring Search Categories

Administrators can configure:

• Which search categories are available to users.
• Which categories are selected and searched by default.
• Whether the All category is displayed.

This allows organizations to prioritize the most relevant content for different applications and user groups.

Searching Across All Categories

The All category allows users to search across all available search categories simultaneously.

Administrators can configure whether this option is visible.

When enabled, users can select All to search across all available content categories.

When disabled, the All option is hidden, encouraging users to search within the configured individual categories.

Integration with Ticket Creation

AI Search can be integrated into the ticket creation experience to help users discover relevant information before submitting a support request.

By suggesting existing knowledge, services, or other relevant content, AI Search supports self-service and helps reduce unnecessary ticket creation.

Administrators can enable or disable AI Search integration with ticket creation independently from the general AI Search activation.

Administration and Configuration

AI Search can be activated or deactivated individually for supported Matrix42 Enterprise applications.

This allows organizations to control where AI Search is available and tailor the experience to different user groups.

Administrators can configure the following options:

Prerequisites

AI Search requires a properly configured connection to Matrix42 Next and successfully completed content ingestion.

Matrix42 Next Connection

A valid and operational connection between Matrix42 Enterprise and Matrix42 Next must be configured.

Content Ingestion

Relevant enterprise content must be successfully ingested and indexed before it becomes searchable.

AI Search can only retrieve content available through the completed ingestion process.

New or updated content may not appear immediately until the corresponding ingestion and indexing processes have completed.

Important: Activating AI Search does not automatically make content searchable. Both the Matrix42 Next connection and content ingestion must be operational.