Matrix42 Intelligence is entering its next stage with a fundamentally improved AI experience for Matrix42 Enterprise.

Selected customers are already using the new experience in their production environments, where it replaces the previous AI approach. Initial customer feedback has been very positive and indicates a significant improvement compared with the previous experience.

Early Adopter customers receive dedicated 26.1.x Early Adopter builds, allowing them to benefit from prioritized fixes and improvements more quickly. Updated builds are planned on a weekly basis where possible and incorporate both findings from our own validation and feedback from customers using Matrix42 Intelligence in real production scenarios.

Early Adopter Does not Mean Experimental Quality

The Early Adopter program should not be understood as providing an experimental or low-quality version of Matrix42 Intelligence.

The new Intelligence experience is already replacing the previous AI approach for a selected group of customers in production. Feedback from these customers shows that the new capabilities provide a substantially better experience and greater value in everyday service-management scenarios.

The purpose of the Early Adopter program is therefore not to determine whether the new approach works. It enables Matrix42 to work closely with selected customers during the rollout, identify real-world improvement opportunities faster, and deliver prioritized improvements without waiting for the next regular product release.

As usage grows, we expect to identify additional opportunities to further improve quality, usability, relevance, and performance. Dedicated 26.1.x Early Adopter builds enable us to respond to these findings quickly.

Dedicated 26.1.x Early Adopter Builds

Early Adopter customers receive dedicated Matrix42 Enterprise 26.1.x builds containing updates related to Matrix42 Intelligence.

We plan to provide updated builds on a weekly basis where possible.

These builds may contain:

• Fixes for identified issues
• Improvements based on Early Adopter feedback
• Quality and usability improvements identified through our own validation
• Improvements to AI response relevance and consistency
• Improvements to Native AI Functions
• Improvements to the Agentic Conversation experience
• Performance and stability improvements

Feedback from Early Adopters is continuously reviewed together with issues and improvement opportunities identified by Matrix42 and used to prioritize upcoming builds.

The objective is to improve Matrix42 Intelligence incrementally and rapidly rather than requiring customers to wait for the next regular Matrix42 Enterprise release.

A New AI Foundation for Matrix42 Intelligence

The change is not limited to a new user interface.

As part of this evolution, Matrix42 has also replaced the underlying AI approach used to execute Native AI Functions.

The new AI engine and orchestration approach are designed to provide:

• More relevant and useful AI results
• Better use of the available business and ticket context
• More consistent behavior across AI capabilities
• A stronger foundation for agentic capabilities
• Better integration between conversational AI, Native AI Functions, and Matrix42 Enterprise data and processes

This means that existing use cases such as classification, summarization, finding related information, and finding solutions benefit not only from improved integration into the product but also from the new underlying Intelligence engine.

The new Agentic Conversation experience and Native AI Functions therefore share the same broader evolution of the Matrix42 Intelligence platform rather than representing only a visual replacement of the previous AI functionality.

Agentic Conversation Experience

The previous AI Chat has been replaced with a new conversational experience built on fundamentally different technology.

Instead of operating like as a standalone AI tool, the new experience is designed to understand the context in which an agent is currently working.

It is designed to:

• Understand what the agent is working on without requiring the context to be repeatedly explained
• Provide responses that can be acted on immediately, rather than only information that needs to be interpreted
• Work directly with data and processes available in Matrix42 Enterprise
• Take supported actions on behalf of the agent where enabled
• Make interaction with AI feel like a natural conversation rather than another tool that needs to be operated

Instead of simply moving the previous AI Chat into another panel, Matrix42 has replaced it with an Agentic Conversation Experience centered around the agent's actual work context.

Native AI Functions

The previous AI Assist Bar has also been replaced by Native AI Functions.

Rather than grouping AI capabilities in a separate toolbar, Native AI Functions are integrated directly into Matrix42 Enterprise as standard actions and contextual elements.

AI capabilities can therefore appear exactly where agents are already working, for example as actions, suggestions, badges, or capabilities within a ticket preview.

The following Native AI Functions are available:

• Classification: suggests category, impact, and urgency directly on the ticket
• Summarize Ticket
• Knowledge Article Drafting
• Find Similar Tickets and Knowledge Articles
• Find Solution
• Text Enhancement
• Translation and Localization

Together with their deeper integration into the user workflow, these functions now use the new Matrix42 Intelligence AI approach, designed to provide better and more context-aware results than the previous implementation.

How this Looks in Everyday Work

The objective is to make AI part of the agent's normal workflow instead of requiring agents to switch to a separate AI application.

For example:

• Agents can see a ticket summary directly within the ticket context.
• Classification suggestions can appear directly on a ticket.
• Agents can find similar tickets and Knowledge Base articles without leaving their current workflow.
• Find Solution can generate a proposed solution using the available ticket and knowledge context.
• A generated solution can be used directly when sending an email or closing a ticket, reducing manual copy and paste.
• Agents can create a Knowledge Article draft based on existing ticket information.
• Agents can ask Matrix42 Intelligence for assistance in plain language through the new conversational experience.
• The conversational experience can understand the context of the agent's current work instead of requiring that information to be entered again.

More Flexibility for Administrators

Native AI Functions use the standard Matrix42 Enterprise configuration experience.

Administrators can:

• Manage access to available AI Functions
• Configure where functions are shown
• Define the appropriate target user groups
• Customize existing AI Functions
• Introduce customer-specific AI Functions

This provides administrators with a familiar way to adapt AI capabilities to the way their organization works without introducing a separate AI-specific administration model.

Continuous Improvement during the Early Adopter Phase

The Early Adopter rollout is intentionally iterative.

Based on our own validation and initial customer feedback, we have already identified a number of issues and opportunities for further improvement. These are continuously reviewed and prioritized.

Where possible, prioritized improvements will be delivered through the weekly 26.1.x Early Adopter builds.

Current areas of continuous improvement include:

• AI Search relevance and ranking
• Find Similar Tickets and Knowledge Articles
• Find Solution quality and consistency
• Context used by AI Functions
• Conversational context handling
• Native AI Function usability
• Performance
• Stability
• User experience
• Customer-specific configuration scenarios

This does not mean that these capabilities are considered unfinished or unsuitable for production. It reflects our approach of using real customer feedback to continue improving an already significantly enhanced experience.

Feedback is Part of the Early Adopter Approach

Feedback from Early Adopters is an important input into this process.

We encourage customers to collect feedback from both administrators and agents as they work with the new Matrix42 Intelligence capabilities.

Feedback is evaluated together with already identified product issues and improvement opportunities and is used to prioritize upcoming Early Adopter builds.

We have already identified a set of issues and improvements that we are actively prioritizing. The current list and status can be followed here:

Known Issues and Improvements

Recommended next steps

We recommend that your Matrix42 administrator:

• Reviews the Native AI Functions now available
• Verifies access permissions and target user groups
• Informs agents about the new Agentic Conversation experience
• Informs agents that the previous AI Assist Bar has been replaced by Native AI Functions
• Reviews customized ticket previews and layouts where applicable
• Updates the environment to the latest provided 26.1.x Early Adopter build
• Reviews the Known Issues and Improvements list when a new build is provided
• Collects feedback from agents using the new experience
• Shares relevant feedback with Matrix42

Documentation

For information about using and configuring the new capabilities, see:

• Native AI Functions
• Agentic Enterprise Assistant

Early Adopter Build Cadence

Matrix42 plans to provide updated 26.1.x Early Adopter builds on a weekly basis where possible. Each build can include prioritized fixes, quality improvements, and enhancements resulting from both Matrix42 validation and customer feedback.

This approach enables Early Adopter customers to benefit from improvements significantly faster while helping Matrix42 continuously refine the new Intelligence experience based on real production usage.