Matrix42 practices what it preaches. As part of its commitment to delivering enterprise-ready AI, Matrix42 deployed its next-generation agentic Intelligence in its own Customer Support production environment before making it available to customers. By using the solution internally in daily operations, the company validated the technology under real-world conditions and continues to refine new capabilities based on operational experience.
The impact has already proven to be a game changer. Within just a few weeks of adopting the next-generation Intelligence, support engineers have been resolving technical issues fast already er, communicating with customers more effectively, and delivering an even better customer experience.
Matrix42 is a European software company that helps organizations digitalize and automate their work. Its Customer Support team runs an external-facing Service Desk that supports Matrix42's customers and admin users — a technically demanding environment where every ticket is tied to a specific product, component, or process.
Industry: Enterprise Software
Matrix42's Service Desk had evolved steadily over more than a decade, built on configurations that served the company well at the time. As the product, the team, and customer expectations grew, so did the opportunity to raise the bar — moving from processes shaped by what earlier tooling could support to an approach grounded in modern best practices, greater consistency, and a better experience for every customer.
Because the team supports external customers — not internal staff — one challenge stood out in particular: identifying who the customer was and which product they were using when a ticket arrived.
For a technical support team, these gaps slowed resolution times and directly affected the customer experience.
Rather than carry legacy configurations forward, Matrix42 chose to completely rebuild its Service Desk around modern best practices — simpler, faster, and more scalable — with Matrix42 Intelligence at the core and the customer portal reimagined as a digital self-service hub.
The biggest advancement for the team.
AI is embedded directly in the service desk interface. Bringing AI assistance into the core product experience to make it a natural part of every agent's daily workflow.
Matrix42 Intelligence pulls information from engineering tools, documentation sources, monitoring systems, cloud platforms, and collaboration channels — all in one place. Instead of manually checking multiple data sources, agents reach the knowledge they need significantly faster and can begin investigating sooner.
Within the service desk interface, agents use AI-powered ticket categorization, ticket summaries, a resolution helper, and knowledge base drafting. The goal is for every ticket that arrives to be reviewed with AI support, surfacing a clear path to resolution from the start.
By combining customer master data and product information, the portal identifies who the customer is and what they use the moment they log in. A more intuitive portal interface captures the right context up front — reducing the clarifying exchanges that previously delayed resolution.
Rather than waiting for individual incidents to be reported, the team can proactively inform multiple customers at once through the portal — for example, when a service or cloud environment is impacted. This shifts the team from a reactive to a proactive operating model.
The portal functions as a digital hub where customers can check service status, access resources, and find answers independently — reducing the volume of tickets that need to be raised in the first place.
After just a few weeks, the team could already see the following results:
~20% time saved per technical ticket. Team members report saving around a fifth of their handling time on technical tickets — with significantly greater savings on complex cases that require pulling together extensive data and writing detailed, structured responses.
Improved communication. Technical support specialists — who are experts in the product, not professional writers — now produce well-structured responses with helpful context and reasoning around the resolution, not just a fix.
Stronger customer satisfaction. Customers have sent direct positive feedback praising detailed, thoughtful explanations. The added reasoning and human context around a resolution is consistently valued.
Reduced back-and-forth. Smarter intake and better up-front data capture cut down clarifying exchanges, so agents move to real investigation faster.
High team adoption and growing confidence. Following a close, hands-on implementation process, trust levels across the team are high. Agents actively use advanced prompting techniques — asking AI to list data sources, suggest where to start an investigation, or propose the right questions to ask a customer before escalating.
Matrix42 continues to expand how its Service Desk uses Matrix42 Intelligence, with a clear roadmap for deeper automation and self-service.
By applying its own technology in a real production environment, Matrix42 demonstrates how AI-assisted service management enables skilled teams to work smarter — reducing manual effort, improving communication quality, and delivering a faster, better experience for every customer.
Discover how Matrix42 Intelligence can help your team resolve tickets faster, improve response quality, and deliver a better customer experience at scale. Contact us to learn more.