From March 1, all Matrix42 Service Management customers have access to a new set of capabilities within Matrix42 Intelligence. They cover five areas: virtual support, automation building, autonomous triage, predictive insights, and demand forecasting.

With these additions, Matrix42 Intelligence further expands how AI supports both service teams and end users — from faster resolution and simpler automation building to better forecasting and planning.

A more intelligent virtual support experience

One of the key new capabilities is an enhanced virtual support agent that brings together knowledge discovery and an improved AI agent for self-resolution.

This takes the interaction beyond a standard chatbot. Employees get answers drawn from internal and external knowledge sources, and the agent can take action on their behalf, not just point them in a direction.

This enables a range of common service scenarios, such as:

• automatically fulfilling end-user access requests, password resets, basic configuration changes, and device-related actions
• creating a new ticket directly from the end-user conversation
• allowing users to update an existing ticket through a conversational interface
• helping users check the current status of an incident ticket instantly
• allowing users to browse the service catalog and order services, including multi-step requests with target selection and approval routing

The agent starts each conversation with context already loaded: the employee's recent tickets, assigned devices, and role. Employees don't need to repeat information the organization already holds. When the agent cannot resolve an issue, it creates a support ticket with a full transcript of the conversation, giving the receiving agent immediate context to continue.

The result is a more seamless self-service experience for employees, while reducing manual effort for service teams.

From idea to automation faster with text-to-code

Building automations used to require specialist knowledge.

With text-to-code, admin users describe what they want to automate in plain language. Matrix42 Intelligence then translates it into working code. This lowers the barrier to automation, accelerates development, and helps teams move faster from concept to execution.

Automations can combine multiple building blocks calling tools across connected systems, prompting users for input, using AI to make decisions within the flow, and sending results back to users. With over 250 available tool actions spanning service management, DevOps, collaboration, endpoint management, and more, teams can build cross-system automations entirely through conversation.

Every automation is validated before it can be saved: checking that tools exist, parameters are correct, and the logic holds. If validation fails, the system corrects and retries automatically. Automations are versioned and include granular permissions (read, edit, execute, delete, share), so teams can collaborate on building and maintaining them.

Autonomous investigation and resolution of incoming signals

Matrix42 Intelligence can now investigate and act on incoming signals like new tickets and device events automatically before anyone on the team needs to triage them.

When a new ticket arrives or a device event is detected, Matrix42 Intelligence can automatically analyze the issue, search for relevant knowledge, check for related configuration items, and determine the appropriate response. Depending on the outcome, the system may resolve the issue directly, escalate it to a human agent, or request additional information and write its findings back to the ticket as a journal entry. Over time, it learns from its own performance. Approaches that lead to resolution are tracked and turned into reusable skills which are applied automatically when similar situations appear again. The system improves not just from new data, but from its own operational history.

Better visibility into future service desk performance

Predictive insights in Matrix42 Intelligence give service desk managers earlier visibility into how performance is likely to evolve.

Using historical patterns, managers can spot where performance is heading and take action earlier. This shifts the team from reactive to proactive before issues affect service levels.

For change management, the system scores the risk of individual configuration items based on incident history and predicts the impact of a planned change across all affected assets.

Forecasting service demand with greater confidence

Trend analysis and forecasting helps teams predict future service demand and plan resources accordingly.

Forecasts are built on statistical models calibrated against your historical data. Built-in quality assessment grades data reliability and shows prediction intervals, so that teams know how confident to be in each forecast. The system detects seasonal patterns automatically, validates its own accuracy, and translates predicted ticket volumes into concrete staffing numbers, factoring in resolution times, service level targets, and operational overhead.

This gives IT service managers and service owners a factual basis for staffing decisions, prioritization, and service optimization, including preparing for predictable peaks before they hit.

Available to all customers from March 1

These five capabilities are available now as part of Matrix42 Intelligence, representing another step forward in making service management more intelligent, proactive, and efficient. Organizations can now improve the user experience, reduce manual effort, and unlock more value from AI in everyday operations.