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An intelligent chatbot as a personal assistant: Matrix42, specialist for Digital Workspace Experience, presents a new Virtual Support Agent, a very special support for modern workstations. The highlight: The agent is based on Artificial Intelligence (AI) and is constantly learning. Its application possibilities provide relief in several places at once. On the one hand, it serves as a personal assistant for employees and makes their daily work easier when it comes to technical questions. At the same time, the tool supports IT support, because the AI solution provides answers to all kinds of IT problems and questions that regularly arise in everyday work.


As an add-on, the Virtual Support Agent is part of the Matrix42 Service Management. Through various channels, such as Microsoft teams, employees can contact the chatbot and describe their problem. The chatbot develops a proposed solution, which it then implements independently.


Matrix42 Chatbot is user-friendly and willing to learn

The AI solution is easy and user-friendly to install. It can be used via Matrix42 Service Desk, Service Catalog and the Knowledge Base. It is constantly learning, improving communication with users and thus evolving into a help system that is available around the clock. The solution can be used in Microsoft teams in particular, but it can also be used in other communication media. It even goes so far that the assistant is able to recognize emotions and react accordingly. For example, he notices when the user is dissatisfied with a situation and the whole thing threatens to escalate, which can make it useful to forward it to a human support employee.


With this support, employees can focus on creative and more complex aspects of their work. Customers benefit from faster and more efficient customer service. For management, the Virtual Support Agent - affectionately known as "Marvin" - offers clear advantages: Relief for IT, more satisfied customers, increased productivity and a more pleasant working atmosphere. 


Intelligent chatbots are a real relief and are becoming increasingly important

More and more companies are already realizing the advantages offered by intelligent chat systems. "Chatbots like our Virtual Support Agent are becoming increasingly important in the modern working world. Employees and customers are often scattered around the globe. This is a major challenge for the IT infrastructure," says Fabian Henzler, VP Product Strategy at Matrix42. "Technical problems can occur around the clock. Therefore, companies need a tool that can quickly solve them at any time. The solution can be extended, configured and integrated as required. Update secure and without time-consuming customizing."


The Virtual Support Agent is part of the Matrix42 Service Management. It enables companies to automate services - from ordering, installation and provisioning to billing in the ERP system.  Customers have the option of using Matrix42 solutions in their entirety. Or integrate individual products into the systems of other manufacturers. Employees can access applications or approvals via the Self Service Portal.