Accelerating Automation with the new Matrix42 AI Agents for Service Management

Frankfurt am Main, 02 October 2025 – Matrix42, the European Choice in service management, announced the launch of Matrix42 AI Agents on its yearly event Digitalize and Automate on October 1st. This new offering enables organizations to move from reactive operations towards proactive service management, improving productivity, and ensuring compliance and data sovereignty. 

Matrix42 AI Agents are now available for Matrix42 customers. These agents mark a shift toward proactive service management, tailored to the needs of modern workplaces and to data sovereignty.  

AI Agents for High-Impact Use Cases 

Organizations are under pressure to improve productivity and enhance employee experience. While AI Assistants such as chatbots have helped streamline simple tasks, they remain limited in scope and reactive by nature. With Matrix42 AI Agents, customers can now automate a broader range of tasks across service management - from routine operations to complex workflows - improving operational efficiency. These AI Agents can operate with conditional or full autonomy, depending on the organization’s preferences and goals. Matrix42 AI Agents focus on high-impact use cases: 

• AI Agents for Self-Resolution – Handles routine end-user requests autonomously, such as giving access rights or updating device settings. This reduces first-level support workloads, allowing IT teams to focus on more strategic tasks. 

• AI Agent for Ticket Preparation – Classifies, prioritizes, and routes tickets automatically, improving accuracy, consistency, and accelerating case resolution. 

• AI Agent for Proactive Major Incident Management – Detects related tickets, proposes major incidents, triggers automated workflows, while proactively informing users and  stakeholders—enabling faster triage, proactive remediation, and reduced downtime. 

• AI Agent for Security Patch Gap Advisory - Cross-references ticket assets with patch compliance, recommends remediation, and notifies security leads, accelerating vulnerability remediation and improving compliance. 

A customer in the Industrial Instruments sector shared their excitement as part of the early rollout of Matrix42 AI Agents: 

“We’re excited to start exploring Matrix42’s Autonomous AI Agents! These intelligent tools offer a new way to automate tasks across IT, HR, and customer service - helping us work smarter and more efficiently. With 24/7 availability and the ability to handle both simple and complex workflows, we’re looking forward to seeing how they can enhance our operations and free up time for more strategic work.” 

Matrix42 AI Agents: Impact Across the Organization 

The impact of Matrix42 AI Agents extends across various roles in the organization, providing improved and automated service for employees, service desk agents, and administrators, including an AI Center of Excellence for CIOs.  

• Employees benefit from faster resolutions and seamless, always-on support.  

• Support teams in IT and beyond are freed from repetitive tasks, enabling them to focus on complex, high-value issues, boosting efficiency and job satisfaction.  

• AI builders can design custom workflows and agents, becoming AI innovators who unlock business value while developing new skills.  

• CIOs and AI Centers of Excellence gain full transparency and data sovereignty, ensuring compliance with Europe’s most stringent standards. 

A Responsible Approach to AI Innovation in Service Management 

In a world of increasing challenges, Matrix42 offers scalable tools that help organizations modernize without compromising compliance, data security, or sovereignty.  Matrix42 AI capabilities are delivered based on the SaaS company’s “AI Your Way” approach. This guarantees customers full flexibility to choose how AI is introduced and managed. By leveraging these new AI capabilities organizations can increase the level of automation, accelerating their digital transformation.  Matrix42 not only sets a new standard for service management innovation but also reinforces its commitment to responsible innovation and European values. 

"Digital sovereignty matters more than ever. Our goal is to provide technologies that give organizations control, flexibility, and peace of mind—while driving innovation in a responsible way. We believe businesses should be able to shape their digital future on their own terms, without compromising compliance or trust. That’s what our ‘AI Your Way’ approach stands for,” said Santeri Jussila, Chief Product Officer at Matrix42.  

 
About Matrix42 

Matrix42 helps organizations to digitalize and automate their work with a complete, AI-powered service management suite. Our solutions enable efficient management of IT and business processes, assets, endpoints, and identities. With our "AI and Cloud Your Way" approach, customers can choose how to deploy our solutions - on premises, private or public cloud. As the European Choice, Matrix42 focuses on responsible innovation to strengthen data sovereignty of both public and private sector customers. 

The embargo is lifted on October 1st, 2025 at 12:00 am CET. Please notice that Matrix42 will officially launch the AI Agents at that time live on stage at “Digitalize and Automate 20252”.  For additional details, feel free to send us your questions at press@matrix42.com