AI Agents for Smarter, More Autonomous IT Service Management
In October 2025, we launched AI Agents for M42 Professional, marking a new era in intelligent service automation. These agents automate routine tasks, classify and route tickets intelligently, and empower employees to resolve issues independently. Built on our “AI Your Way” approach, they ensure compliance, data sovereignty, and flexibility.
Today’s service desks are under pressure to deliver faster resolutions while maintaining high-quality support. At the same time, employees expect immediate, seamless assistance. Matrix42 AI Agents address both needs, driving productivity and efficiency across your operations without compromising security or control.
- AI Agent for Ticket Preparation: Automatically classifies and routes tickets for faster resolution.
- AI Agent for Intelligent Response: Empowers users to solve issues independently with automatically generated answers from trusted internal knowledge sources — available anytime, anywhere.
- AI Agent for Self-Resolution: Enables end users to solve common IT problems independently. (Note: Available now as a limited pilot.)
AI Agent for Ticket Preparation
Service desks often struggle with growing ticket backlogs. Manual triage can easily lead to misclassified issues, incorrect priorities, or misrouted tickets; delays that risk breaching SLAs and frustrating users. The AI Agent for Ticket Preparation eliminates these inefficiencies by automatically analyzing each incoming request, assigning the correct category and priority, and routing it directly to the appropriate team. This reduces routine administrative work, allowing agents to concentrate on more complex issues. As a result, service quality improves, and response times drop significantly.
The AI Agent for Ticket Preparation is powered by AI-enhanced workflows that can be fully adapted to your organization’s specific processes. Before activating, define which steps — such as categorization, assignment, or prioritization — should be automated or assisted by AI. Our Matrix42 Professional Services team will assess your current configuration and tailor the setup to fit your environment and requirements.
To get started, contact your Matrix42 representative to initiate onboarding and ensure smooth implementation.
AI Agent for Intelligent Response
Incomplete tickets are a common challenge for support teams. Often, users provide only brief descriptions or screenshots, forcing agents to spend valuable time gathering additional information. The AI Agent for Intelligent Response addresses this by leveraging AI-powered knowledge discovery, Retrieval-Augmented Generation (RAG), to analyze the ticket content and automatically search connected knowledge bases such as SharePoint or Confluence. It then proposes a clear, contextual solution with a built-in disclaimer.
This intelligent automation not only speeds up resolution times and improves accuracy but also empowers end users to solve issues on their own, using reliable answers from validated internal knowledge sources. The AI Agent for Intelligent Response builds on the Ticket Preparation capability by automatically generating and sending AI-driven responses to requesters.
To enable this capability, knowledge discovery must be implemented first. This requires integrating your organization’s knowledge base — for example, SharePoint, Confluence, DokuWiki, service management KB-articles, or other documentation sources.
Customers should prepare their knowledge content (in one primary language) and provide access to the relevant directories. Once available, our Matrix42 Professional Services team will configure the connector, index your content, and activate the Intelligent Response capability.
AI Agent for Self-Resolution
Support teams often spend excessive time handling routine requests — password resets, access permissions, basic configuration changes, or device-related actions. The AI Agent for Self-Resolution addresses this by acting on behalf of the user, executing predefined tasks autonomously once authorized.
Whether it’s resetting a password, updating a user profile, or granting access, the AI Agent performs these actions automatically without requiring manual intervention from the service desk. Accessible through Microsoft Teams or the Matrix42 Self-Service Portal, it ensures employees get instant results and uninterrupted productivity.
By enabling users to resolve issues anytime, without waiting for service desk assistance, this feature reduces ticket volume and frees support teams to focus on higher-value initiatives.
Note: This capability is currently offered as part of a limited pilot program. If you’re interested in joining, please complete the short form here or contact your Matrix42 representative for more information.
Learn More
These highlights are only part of what’s new in October 2025. For more detailed information about all the features and improvements, please refer to the 2025.3 highlights blog.
Stay tuned for upcoming innovations as we continue to evolve Matrix42 Professional, the European choice for secure and intelligent service management.
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