Overview

The Insights application provides Service Desk agents and IT teams with a centralized workspace to review AI-generated insights, investigate device problems, and take action on recommendations from Neo.

The application brings together Proactive Device Insights, Major Incident Proposals, Knowledge Base Gap Proposals, AI-Assisted Tickets, and AI-Automatically Resolved Tickets in one place.

Unlike end-user-facing insights, which focus on simple explanations, the Insights application provides technical details and actionable recommendations tailored to IT professionals. Agents can investigate detected problems, understand their likely root causes, review supporting evidence, and determine the appropriate next steps.

Integrated with Neo Agentic Assistant, the application supports AI-powered troubleshooting and remediation. Neo can analyze device information collected through FastViewer, identify potential root causes, suggest remediation steps, and assist agents in resolving issues. For supported scenarios, Neo can also propose and execute remediation actions on managed devices, subject to administrator configuration and explicit human approval.

Key Capabilities

1. Insights Overview

The application provides a centralized dashboard with an overview of AI-generated findings and operational activities. Agents can monitor items requiring attention, activities awaiting further action, and recently completed work.

The dashboard includes:

• To Do: insights and proposals requiring attention.
• Waiting: items awaiting further processing or confirmation.
• Done: recently completed activities.
• Open Problems by Type: distribution of detected device problems.
• Devices with Most Open Problems: identification of endpoints experiencing multiple issues.
• New Problems per Week: trends in newly detected device problems.

2. Proactive Device Insights

The Device Problems section provides a dedicated workspace for identifying and investigating technical issues affecting managed endpoints. Device information collected through FastViewer and other supported sources is used to identify potential problems, such as:

• Stopped or unstable Windows services.
• Low disk space.
• Application crashes and stability issues.
• Startup performance degradation.
• Other supported endpoint health issues.

Agents can review individual problems, affected devices, their current status, and available remediation options. Neo analyzes detected problems and provides technical insights, including likely root causes, supporting evidence, potential impact, and recommended troubleshooting steps. For supported scenarios, agents can initiate remediation directly from the application.

3. AI-Powered Remediation with Human Approval

Agents can use Neo to investigate and resolve supported device problems. Neo can analyze available device information, propose an appropriate remediation, and prepare the necessary actions. For example, when a device experiences low disk space, Neo can investigate potential causes, identify unnecessary temporary files, and propose a cleanup procedure.

Before any device-modifying remediation is executed, the proposed script requires explicit human approval. Agents can monitor the remediation process through clearly defined stages:

Reported > Cause Found > Changed > Checked > Fixed

After remediation, Neo can verify the device state and provide a summary of the results. The agent can review the outcome and confirm that the problem has been resolved.

4. Knowledge Base Gap Proposals

The KB Gap Proposals section provides visibility into AI-generated recommendations for new Knowledge Base articles. Neo can identify recurring issues or situations where existing knowledge does not adequately cover a detected problem.

The application presents proposed Knowledge Base articles for review, enabling knowledge managers and authorized users to evaluate and refine suggested content before publication.

5. Major Incident Proposals

The Major Incident Proposals section provides access to potential Major Incidents identified through AI-supported analysis. Neo can identify patterns across related tickets and suggest situations that may require Major Incident Management. Service Desk teams can review these proposals and determine whether further investigation or escalation is necessary.

6. AI-Automatically Resolved Tickets

The AI Resolved Tickets section provides visibility into tickets that have been automatically resolved through AI-driven processes. Agents and administrators can review the tickets and their resolution information, supporting transparency and assessment of AI automation effectiveness.

7. AI-Assisted Tickets

The AI Assisted Tickets section provides an overview of tickets that have been processed with AI assistance, such as tickets where Neo supported classification, troubleshooting, or information enrichment, even when the final resolution involved a human agent.

Availability and Prerequisites

• Availability: Matrix42 Enterprise 26.2, Early Adopters.
• AI Integration: integrated with Neo Agentic Assistant and Matrix42 Intelligence.
• Device Data: Proactive Device Insights require supported endpoint information sources, including FastViewer.
• Remediation: device-modifying remediation capabilities are disabled by default and must be explicitly enabled by an administrator.
• Approval: every device-modifying remediation requires explicit human approval of the specific script before execution.
• Access Control: role-based permissions determine which users can view device problems and perform remediation actions.