Introduction

Neo Agentic Assistant for Unified Endpoint Management lets IT staff manage and troubleshoot endpoints by asking Neo, the Matrix42 AI assistant, in natural language. Instead of navigating consoles, building queries, and correlating data by hand, the user describes the problem or the goal. Neo collects the relevant data from Empirum, explains what it finds, and proposes the next step.

Endpoint teams spend a large share of their time on recurring investigative work: why a deployment failed, which devices lack a patch, which agents stopped reporting, which users have a software problem. The information exists in Empirum, but finding and combining it takes time and product expertise. Neo shortens this path from question to answer to action.

Neo does not replace the administrator. It works as an assistant that gathers facts, suggests remediation and executes changes only after the user approves them. Where a problem cannot be fixed automatically, Neo creates a ticket that already contains the collected context.

Availability and Prerequisites

Neo Intelligent Endpoint Management is available for customers who run Matrix42 UEM Empirum 26.2 together with a product based on the Matrix42 Enterprise Service Management Platform (ESMP).

Where Neo appears depends on the features a customer has selected:

How it Works

Neo turns a question into findings and a proposed next step, and it changes configuration only after the user approves.

1. User asks Neo: the user enters a request in natural language.
2. Neo collects data: Neo uses more than 100 Empirum tools to gather the relevant information.
3. Neo explains findings: Neo reports the cause and the affected devices.
4. Automatic fix possible: Neo proposes a change and shows its target and effect. The user approves, and Neo executes the change and reports the result.
5. No automatic fix possible: Neo creates a ticket with all collected context.

Read-only questions end with Neo's findings. When a fix is not possible, the ticket contains device data, findings and the steps already taken, so the responsible team can continue without asking for the context again.

Configuration

All Empirum capabilities are restricted by default. The administrator needs to configure which users are allowed to use a certain capability. This is configured in Administration → Integration → MCP Tools.

Capabilities

Neo can use more than 100 tools to read information from Empirum and to perform troubleshooting and configuration actions. The table groups typical capabilities by area; it is not a complete list.

Benefits

Neo reduces the time from an endpoint problem to its resolution and makes Empirum expertise available to more people in the IT organization.

For Endpoint Administrators

• Faster root-cause analysis: Neo combines data from several Empirum areas in one answer instead of several console views.
• Less routine work: recurring checks such as stale agents, missing patches or failed deployments are a single question.
• Safe execution: proposed changes are summarized and run only after approval.

For the Service Desk

• Higher first-level resolution: agents can diagnose a user's device without deep Empirum knowledge.
• Better tickets: when Neo cannot fix an issue, it creates a ticket that already contains device data, findings and attempted steps.
• Shorter handovers: second-level teams start with the full context instead of asking for it again.

For IT Management and Security

• Faster patch and vulnerability response through quick identification of affected devices and guided approval.
• Consistent procedures, because Neo follows the same checks every time.
• Transparency and control: every configuration change requires a human decision.

For the Organization

• Uses the existing investment in Empirum and the Matrix42 ESMP; no separate product or console is needed.
• Available in the applications where people already work: UEM Console, Service Desk and Asset Management.

Examples

The following scenarios show how Neo handles typical requests. Prompts can be phrased freely; the wording below is an example.

1. Software does not work on a user's device

Prompt: "Microsoft Teams does not start on the laptop of Anna Schmidt. Can you check?"

1. Neo identifies the user's device and checks the installation status and version of Microsoft Teams.
2. Neo finds a failed update in the deployment history.
3. Neo proposes to reinstall the software package and shows the target device and package.
4. The user approves, and Neo starts the reinstallation and reports the result.

2. Patch approval for a critical update

Prompt: "Which devices are missing the latest critical Windows updates? Approve them for the clients patch group."

1. Neo lists the missing critical patches and the number of affected devices.
2. Neo prepares the approval and the assignment to the patch group "Clients".
3. The user reviews the summary and approves.
4. Neo approves the patches, assigns them to the patch group and confirms the change.

3. Vulnerability check

Prompt: "Are we affected by vulnerabilities in our installed browser versions?"

1. Neo checks the installed versions against known vulnerabilities based on patch management data.
2. Neo reports the affected devices and versions, sorted by severity.
3. Neo suggests remediation, for example a software update or a patch assignment, and waits for approval.

4. Deployment issues

Prompt: "Show me all failed deployments from the last 7 days."

1. Neo lists the failed jobs with package, device and error state.
2. Neo groups recurring errors and explains the likely cause.
3. Neo proposes corrective steps for each group, such as repeating the deployment on the affected devices.

5. Stale agents

Prompt: "Which Empirum agents have not reported for more than 30 days?"

1. Neo lists the devices with their last contact time and location.
2. Neo suggests next steps, for example reboot of the device or cleanup of retired devices.

6. Battery issues and ticket creation

Prompt: "Which notebooks have a poor battery health?"

1. Neo evaluates the battery information from inventory and lists the affected devices and users.
2. A battery problem cannot be fixed by software, so Neo offers to create a ticket.
3. After approval, Neo creates the ticket with device, user, battery data and recommendation, ready for the hardware team.

Security, Control, and Governance

Neo acts within clear limits: it reads freely, but it never changes configuration without the user's consent.

• Human approval for changes: every action that alters configuration, such as reinstalling software, approving patches or assigning patch groups, is presented with its target and effect and runs only after explicit approval.
• Read-only by default: information requests such as status checks, inventory queries or vulnerability reports run without approval because they change nothing.
• Granular user mapping: user mapping in ESMP allows customers to define who can use which capability.
• Traceability: proposed and approved actions are visible to the user, and tickets created by Neo document findings and steps taken. All actions performed in Empirum are also tracked in Empirum Audit.
• Transparency: Neo is identified as an AI assistant, so users always know when results and suggestions come from AI.

Getting Started

1. Make sure Empirum 26.2 and a Matrix42 ESMP-based product are in place.
2. Check that the required features are selected so that Neo appears in the UEM Console, Service Desk or Asset Management.
3. Open Neo in the application and start with a read-only question, for example "Which agents have not reported in the last 30 days?"
4. Continue with an action, review Neo's proposal and approve it.

Frequently Asked Questions

How can Matrix42 SaaS customers get Neo for UEM Empirum

Currently SaaS customers need to open a change request to get Neo for UEM Empirum enabled.

Can Neo change something without my approval?

No. Every change to configuration requires explicit approval by the user. Exceptions are temporary changes for rescanning patch and inventory based on a package reinstall.

What happens if Neo cannot solve a problem?

Neo proposes to create a ticket and fills it with the collected device data, findings and steps already taken.

Do I need to know Empirum in detail to use Neo?

No. Requests are made in natural language. Knowledge of Empirum helps to evaluate proposals before approval.

How many tools does Neo use?

More than 100 tools for collecting information from Empirum and performing troubleshooting and configuration actions. The set is extended continuously.

Is Neo available on-premises and in the cloud?

Neo requires Empirum 26.2 and an ESMP-based product; availability follows the customer's Matrix42 deployment model. For on-premise customers Neo requires access to the Empirum REST API. This needs to be proved by the customer.