Overview

Matrix42 Intelligence brings AI directly into Matrix42 Enterprise to help users resolve requests faster, reduce manual effort, improve self-service, automate repetitive work, and make AI a natural part of everyday work.

The experience is built around five complementary capability areas:

1. Agentic Conversational Assistant - a natural-language, context-aware way to interact with Matrix42 Enterprise and get work done through conversation.
2. Predefined AI Agents - ready-to-use, AI-powered automation workflows for common service-management scenarios, including Ticket Preparation, Ticket Auto Resolution, Proactive Major Incident Management, and Reported Service Detection.
3. Native AI Functions - focused AI capabilities embedded directly into applications, ticket previews, actions, forms, and automated workflows.
4. AI Search - semantic, AI-powered search that helps users find relevant knowledge, services, and answers using natural language rather than relying only on exact keywords.
5. AI Proposals - proactive AI capabilities that analyze service-management data and identify situations where users should take action, such as potential Major Incidents or gaps in the knowledge base.

These capabilities address different types of work but use Matrix42 Intelligence as a common AI foundation.

A user might ask Matrix42 Intelligence for help conversationally when the task is broad or exploratory, while a predefined AI Agent can automate a complete multi-step process. A Native AI Function provides a focused capability directly at the point where a specific task is performed. AI Search helps users find relevant information and services, while AI Proposals proactively identifies patterns that may require attention.

For example:

• An agent asks Matrix42 Intelligence for help in natural language using the current ticket as context.
• An AI Agent automatically classifies, enriches, and routes a newly created ticket.
• An agent opens a ticket and immediately sees an AI-generated summary.
• Classification suggestions appear directly on the ticket.
• A proposed solution can be used directly when replying to the requester or closing the ticket.
• An end user searches using natural language and receives ranked, semantically relevant results.
• AI detects a growing cluster of related tickets and proposes a potential Major Incident.
• AI identifies recurring resolved issues for which no relevant knowledge article exists.
• AI capabilities can also be incorporated into automated workflows.

The goal is not to introduce a separate AI application that users have to learn and operate. Matrix42 Intelligence brings intelligent assistance into the places where users already work and applies the most appropriate interaction model depending on the task.

This article provides an overview of the available AI capabilities and where they can be used. For installation and configuration details, see the linked documentation for each capability.

Agentic Conversational Assistant

A Conversational, Context-Aware AI Experience

The Agentic Conversational Assistant provides a natural-language way to interact with Matrix42 Enterprise.

Instead of requiring users to select a specific AI function before they begin, users can describe what they need in plain language.

The experience is designed to:

• Understand what the user is currently working on
• Use available Matrix42 Enterprise context automatically
• Provide responses that can be acted on immediately
• Work with Matrix42 Enterprise data and processes
• Perform supported actions on the user's behalf where enabled
• Reduce the amount of information users need to repeat manually
• Make interaction with AI feel like a natural conversation rather than another application to operate

For example, an agent working on an incident does not need to copy the ticket description into a separate AI tool before asking for assistance. Matrix42 Intelligence can use the available ticket context directly.

Depending on the scenario, the Agentic Conversational Assistant can support both informational requests and tasks that result in actions inside Matrix42 Enterprise.

Context Awareness

The conversational experience can use context that is already available in Matrix42 Enterprise.

Depending on the application and supported scenario, this can include:

• The authenticated user
• User language
• The current application
• The current ticket or object
• Preview or dialog context
• Supported list or report context
• Other application information made available to Matrix42 Intelligence

This allows the same conversational capability to provide different assistance depending on where and how it is used.

For example:

• In a ticket context, it can focus on the current issue.
• In Self Service, it can help an end user find information or start a request.
• In Workflow Designer, it can help generate or explain workflow logic.

From Answers to Actions

The Agentic Conversational Assistant is designed to go beyond providing information.

Where supported and enabled, the assistant can use available Matrix42 Enterprise capabilities to help complete work.

This means a conversation can move from:

Question → Understanding → Suggested Action → Completed Work

rather than stopping at an informational response.

Examples can include:

• Working with the context of the current ticket
• Finding relevant information
• Preparing content
• Starting supported service-management actions
• Performing supported actions on behalf of the user

The exact capabilities depend on the application, configuration, and available Matrix42 Intelligence functionality.

Where You Will Find Conversational AI

Conversational AI is a shared Matrix42 Intelligence capability that can be exposed through different Matrix42 Enterprise experiences depending on the user and use case.

For Agents: Agentic Conversational Assistant

For service desk agents, Conversational AI is available through the M42 Assist conversational panel.

The experience can use the context in which it is opened rather than behaving like an isolated chatbot.

Depending on the supported scenario, this context can include:

• Current application
• Current ticket or object
• User identity and language
• Available preview or dialog context

This allows an agent to ask questions naturally without repeating information that is already available in Matrix42 Enterprise.

Where supported, the interaction can go beyond providing information and perform supported actions on behalf of the user.

For End Users: Self Service Portal

Conversational AI can provide a natural-language entry point directly in the Self Service Portal.

Instead of starting with navigation or traditional search, users can describe what they need in plain language.

Typical scenarios include:

• Asking a question
• Finding relevant knowledge
• Reporting an issue
• Starting a supported service request
• Receiving guidance about the next step

When Conversational AI is enabled for the portal, it will replace Global Search as the primary conversational entry point from the Portal Landing page. Global Search is still available as a secondary option.

If Conversational AI is disabled or unavailable, the existing Global Search experience remains the primary one.

The objective is to move self-service toward an experience where users can describe the outcome they need instead of first understanding the structure of the service portal.

For End Users: Microsoft Teams

Conversational self-service can also be made available through Microsoft Teams.

Authenticated users can interact with Matrix42 Intelligence directly from Teams without first opening the Matrix42 Enterprise portal.

Supported scenarios can include:

• Asking questions
• Finding relevant information
• Reporting issues
• Starting supported requests

The Microsoft Teams integration is customer-configurable and requires mapping between Microsoft Teams identities and Matrix42 Enterprise users.

For installation and configuration details, see the Microsoft Teams setup guide.

For Subject Matter Experts: Workflow Designer

Matrix42 Intelligence also provides conversational capabilities in Workflow Designer.

Generate a Workflow Proposal

A workflow administrator can describe the required process in natural language.

Matrix42 Intelligence generates a workflow proposal that can be transferred into Workflow Designer for review and further configuration.

The generated workflow remains subject to administrator review before it is used.

Explain a Workflow

Matrix42 Intelligence can analyze an existing workflow in read-only mode and provide a plain-language explanation.

This can help administrators understand:

• Existing workflow logic
• Main processing steps
• Workflow structure
• The purpose of an unfamiliar workflow

Workflow Designer responses are currently delivered as complete responses rather than streamed word by word.

Predefined AI Agents

Ready-to-Use AI-Powered Automation

Predefined AI Agents combine Matrix42 Intelligence with Workflow Designer to automate complete service-management scenarios rather than individual AI actions.

They are delivered as predefined workflows that combine:

• Triggers
• AI Functions
• Business rules and conditions
• Matrix42 Enterprise actions
• Notifications
• Routing and object updates
• Other Workflow Designer capabilities

This allows Matrix42 Intelligence to move from assisting with an individual task to automating an end-to-end process.

Predefined AI Agents can be used as delivered and, where supported, extended with customer-specific workflow logic.

AI Agent for Ticket Preparation

The AI Agent for Ticket Preparation automatically prepares newly created tickets for further processing.

It can:

• Determine whether the incoming ticket represents an Incident or Service Request
• Detect the appropriate category
• Determine impact and urgency
• Calculate priority
• Transform the ticket to the appropriate target type
• Apply required default values
• Route the ticket to the appropriate team
• Add journal entries for automated updates
• Notify relevant stakeholders

The goal is to reduce manual triage work and improve consistency in classification and assignment.

A typical workflow can start when a new ticket is created from sources such as email or the Self Service Portal.

Matrix42 Intelligence then analyzes the ticket and applies the configured processing logic before routing it to the responsible team.

AI Agent for Ticket Auto Resolution

The AI Agent for Ticket Auto Resolution automates the processing of tickets that can be resolved based on available information and organizational knowledge.

Depending on the configured scenario, the agent can:

• Analyze an incoming ticket
• Determine whether the ticket is suitable for automated resolution
• Find or generate an appropriate solution
• Apply configured workflow conditions
• Communicate the result to the requester
• Complete supported resolution steps
• Update the ticket and record the automated processing

The objective is to reduce manual effort for high-volume and repetitive requests while keeping the process governed by the configured workflow.

Tickets that cannot be resolved automatically can continue through the normal Service Desk process.

AI Agent for Reported Service Detection

The AI Agent for Reported Service Detection analyzes incoming ticket information and identifies the service most likely associated with the reported issue or request.

It can be used to:

• Detect the affected or requested service automatically
• Enrich the ticket with the corresponding service information
• Improve downstream classification
• Improve assignment and routing
• Provide additional context for subsequent AI and automation steps

By adding service context early in the ticket lifecycle, subsequent workflows and service-management decisions can operate on more complete information.

AI Agent for Proactive Major Incident Management

The AI Agent for Proactive Major Incident Management provides an automated process for handling Major Incident proposals.

The workflow can start when a Major Incident proposal is created, either manually or through AI-based Major Incident Prediction.

The predefined process can then:

1. Validate whether escalation criteria are met.
2. Update the relevant ticket.
3. Escalate it to a Major Incident where appropriate.
4. Notify responsible stakeholders and the Incident Manager.
5. Generate communication for affected users.
6. Publish relevant information through the Service Availability Center.
7. Update categorization where required.
8. Record automated actions through journal entries.

This helps organizations standardize and accelerate the process of identifying, escalating, and communicating Major Incidents.

The predefined agent can be used as delivered or extended with customer-specific logic, such as:

• Additional approval steps
• Custom notifications
• AI-based conditions
• Additional workflow actions
• Customer-specific escalation logic

For details, see Workflow Designer Workflows and the documentation for the individual predefined AI Agents.

Native AI Functions

AI Directly Inside the User's Workflow

Native AI Functions provide focused AI capabilities directly inside Matrix42 Enterprise.

They are presented through familiar Matrix42 Enterprise user-interface patterns instead of requiring users to open a separate AI workspace.

Depending on the use case, a Native AI Function can appear as:

• A standard application action
• A contextual action
• A badge or recommendation
• A prominent capability in a ticket preview
• An action associated with a field or content area
• A capability executed from an automated workflow

The objective is to make AI available exactly where the work is taking place.

For example, if an agent needs a ticket summary, the summary capability can be available directly in the ticket preview rather than requiring the agent to locate a separate AI menu first.

Benefits for Users

Native AI Functions provide:

• AI assistance directly in the relevant work context
• Easier discovery of available AI capabilities
• Fewer context switches
• Less copy and paste between AI results and business actions
• Results that can be used directly in the current process
• A consistent user experience across supported Matrix42 Enterprise applications

Benefits for Administrators

Native AI Functions use the Matrix42 Enterprise platform configuration approach.

Depending on the capability, administrators can:

• Control access to AI Functions
• Configure where functions are available
• Adapt existing AI Functions
• Create customer-specific AI Functions
• Use the same AI foundation in interactive and automated scenarios

This allows organizations to adapt AI to the way their users and processes actually work.

Available Native AI Functions

Classification

Analyzes ticket content and suggests values such as:

• Category
• Impact
• Urgency

Suggestions can be presented directly on the ticket so that the agent can review them as part of the normal ticket-handling process.

Summarize Ticket

Generates a concise overview of a ticket based on available ticket information.

The summary can include:

• Subject and description
• Communication history
• Actions already taken
• Relevant developments
• Current state of the request

This helps agents understand long-running or previously handled tickets more quickly.

Knowledge Article Drafting

Creates a draft knowledge article based on information from a resolved ticket.

This reduces the manual effort required to turn successfully resolved issues into reusable organizational knowledge.

The generated draft can be reviewed and edited before publication.

Find Similar Tickets and Knowledge Articles

Analyzes the current ticket and identifies potentially relevant information from existing service-management data.

Results can include:

• Similar tickets
• Relevant knowledge articles

This helps agents reuse previous resolutions and existing knowledge rather than starting an investigation from the beginning.

Find Solution

Generates a proposed solution using available ticket context and relevant information.

The result can be integrated directly into subsequent user actions.

For example, generated solution content can be used when:

• Sending a response to the requester
• Closing or resolving the ticket

This reduces manual copy-and-paste steps.

Text Enhancement

Improves existing text while preserving its intended meaning.

Depending on the use case, it can help:

• Improve clarity
• Correct grammar
• Improve wording
• Make text more professional
• Improve readability

Translation and Localization

Translates content while taking the target language and available context into account.

This enables users to translate content directly within supported Matrix42 Enterprise workflows without relying on a separate external translation workflow.

AI Search

Natural-Language Search Beyond Keywords

AI Search improves the search experience by using semantic understanding rather than relying only on exact keyword matching.

Users can describe what they need naturally without having to know the exact terminology used in the service catalog or knowledge base.

AI Search interprets the meaning of a query and returns ranked, relevant results.

This helps users:

• Search using natural language
• Find relevant content even when different terminology is used
• Continue successfully despite spelling mistakes
• Search across supported languages
• Find relevant knowledge and services more quickly
• Move directly from search results into the next action

For example, a user can describe a problem in their own words and receive relevant knowledge articles, services, or other supported results without first determining the correct category or search phrase.

From Search to Action

AI Search is not limited to displaying information.

Depending on the result and configuration, users can continue directly into actions such as:

• Opening relevant knowledge
• Requesting a service
• Starting a ticket
• Navigating to the appropriate self-service process

The objective is to reduce the distance between "I need something" and "the right process has started."

AI Search therefore contributes directly to the Digital Employee Experience by helping users resolve issues through self-service before they require manual Service Desk assistance.

For licensing, configuration, prerequisites, frequently asked questions, and release information, see the AI Search documentation.

AI Proposals

Proactive AI Based on Service-Management Data

AI Proposals provides a proactive interaction model for Matrix42 Intelligence.

Unlike Agentic Conversation, Native AI Functions, or AI Search, AI Proposals does not require a user to initiate an AI action first.

Instead, the system analyzes relevant service-management data and proactively identifies situations that may require attention.

AI Proposals can help service organizations identify:

• Emerging operational issues
• Patterns across incoming tickets
• Potential Major Incidents
• Knowledge gaps
• Other supported improvement opportunities

The result is presented as a proposal that authorized users can review and act on.

Major Incident Prediction

Major Incident Prediction evaluates incoming Tickets, Incidents, and Service Requests for clusters of similar issues.

When configured criteria are met, Matrix42 Intelligence generates a Major Incident proposal.

This helps service teams identify potentially widespread disruptions earlier instead of waiting until the relationship between individual tickets becomes obvious manually.

Administrators can configure parameters such as:

• Whether proposal generation is enabled
• Analysis time window
• Ticket volume trigger
• Cluster size threshold
• Consolidation period

Authorized users can then review the generated proposal and decide whether it should be escalated into a Major Incident.

This keeps the responsible service-management user in control while reducing the manual effort required to identify emerging patterns.

Major Incident Prediction can also be combined with the AI Agent for Proactive Major Incident Management to automate subsequent processing after a proposal has been generated.

KBA Gap Detection

KBA Gap Detection helps organizations continuously improve their knowledge base.

The capability analyzes resolved tickets and identifies recurring topics for which no sufficiently relevant knowledge article exists.

When such a pattern is detected, Matrix42 Intelligence can generate a KBA proposal for further review.

This helps organizations identify knowledge gaps based on actual Service Desk activity instead of relying only on manual observation or periodic knowledge audits.

Typical benefits include:

• Identifying recurring issues without matching knowledge
• Prioritizing knowledge creation based on actual demand
• Increasing knowledge-base coverage
• Improving future self-service
• Improving agent resolution efficiency
• Creating a feedback loop between ticket resolution and knowledge management

AI Proposals and Native AI Functions can complement each other in this scenario:

• KBA Gap Detection identifies where new knowledge is needed.
• Knowledge Article Drafting helps create the initial article content.

For configuration, prerequisites, reporting, and supported proposal types, see the AI Proposals for Service Desk documentation.

Administration

Matrix42 Intelligence follows the standard Matrix42 Enterprise configuration approach wherever supported.

Administrators determine where the relevant AI capabilities are activated and which users can access them.

Agentic Conversational Assistant

Conversational capabilities can be activated for supported applications and scenarios.

Availability and behavior depend on the relevant Matrix42 Intelligence configuration and the context made available by the application.

Predefined AI Agents

Predefined AI Agents are implemented using Workflow Designer.

Administrators can:

• Activate the predefined workflow
• Review the delivered workflow logic
• Configure relevant conditions
• Adapt supported workflow parameters
• Extend predefined workflows with customer-specific logic where required
• Add additional actions or notifications

Native AI Functions

Supported configuration can include:

• Availability of individual AI Functions
• User and role access
• Placement within supported applications
• Customization of existing AI Functions
• Creation of customer-specific AI Functions

AI Search

AI Search has its own configuration, licensing, and technical prerequisites appropriate to the self-service search scenario.

AI Proposals

AI Proposals provides configuration specific to individual proposal types, such as Major Incident Prediction and KBA Gap Detection.

The overall objective is to make AI administration part of the Matrix42 Enterprise platform experience rather than introduce isolated configuration concepts for every individual AI feature.

Current Limitations and Continuous Improvement

Matrix42 Intelligence continues to evolve, and not every planned scenario is available yet.

As part of the staged production rollout of new and substantially enhanced capabilities, Matrix42 continuously processes feedback from participating customers together with its own validation activities.

Identified issues and improvements are prioritized and incorporated into upcoming updates, with selected improvements delivered on a weekly basis where applicable.

Availability and limitations can differ between capability areas.

Read more here.

AI Designed for Everyday Work

Matrix42 Intelligence is designed around a simple principle: AI should be available where users already work and in the form that best fits the task.

Depending on the situation, Matrix42 Intelligence can:

• Converse: understand the user's context and help complete work through the Agentic Conversational Assistant
• Automate: execute predefined end-to-end service-management scenarios through AI Agents
• Assist: provide focused Native AI Functions directly within the workflow
• Find: help users discover relevant knowledge and services through AI Search
• Detect: proactively identify patterns and improvement opportunities through AI Proposals

These capabilities are not separate AI products. They are complementary ways of applying Matrix42 Intelligence across different types of work.

The interaction model differs depending on the use case, but the objective remains the same:

Help users complete work faster, reduce manual effort, improve service quality, and make intelligent assistance a natural part of Matrix42 Enterprise.

For installation and configuration details, see Configuring Matrix42 Intelligence and the documentation for the individual AI capability or integration.