Matrix42 Intelligence is an AI-powered platform integrated into the Matrix42 cloud ecosystem, designed to enhance service management through advanced knowledge discovery, intelligent search, ticket classification, and automation. The solution leverages Assisted AI, Proactive AI, and Autonomous AI to streamline support processes for both end-users and service agents. It enables users to find information quickly via self-service portals, chat interfaces, and integrations with tools like Microsoft Teams. For support teams, Matrix42 Intelligence provides smart search, identifies similar tickets and knowledge base articles, and classifies and prioritizes requests based on urgency and historical data. The platform is built to meet European data protection and compliance standards, ensuring secure and regionally isolated data handling. By automating routine tasks and empowering users to resolve common issues independently, Matrix42 Intelligence reduces service costs, improves agent productivity, and enhances the overall user experience. The platform is continuously updated to expand its AI capabilities and analytics, driving ongoing value for organizations.

Key Features

AI Knowledge Discovery Enables users and agents to find relevant information instantly.

• Self-service portals and chat integration
• Contextual search across knowledge bases, tickets, and documentation

AI Search Delivers intelligent, structured search results for end-users and agents.

• Quick access to knowledge base articles (KBAs), tickets, and resources
• Integration with MS Teams and other collaboration tools

AI Similarities Identifies related tickets, requests, and knowledge articles.

• Accelerates issue resolution by surfacing similar cases
• Reduces duplicate work for support teams

AI Classification Automates ticket categorization and prioritization.

• Suggests categories and urgency based on historical data
• Helps teams focus on high-impact issues

Privacy and Compliance Ensures secure, compliant data handling.

• Hosted in Europe with regional data separation
• Designed for enterprise compliance requirements

Continuous Improvement Leverages AI to enhance service desk productivity over time.

• Automated learning from user interactions
• Expanding analytics and automation features

Benefits

Increased Productivity Automates routine support tasks and empowers self-service.

• Agents focus on complex issues
• End-users resolve common problems independently

Lower Service Costs Reduces cost per ticket and overall support expenses.

• Fewer manual interventions required
• Transparent usage and spending control

Improved User and Agent Experience Enhances satisfaction for both end-users and support staff.

• Faster issue resolution
• Positive employee and customer experience

Compliance and Security Meets strict data protection standards.

• Data hosted and isolated in Europe
• Transparent, auditable processes

Scalable Value Continuously improves with new AI features and analytics.

• Grows with organizational needs
• Adapts to evolving service management requirements