AI Assistant for Knowledge Discovery

When finding the right answer should not require a ticket

Think about this situation: an employee wants to understand the company’s parental leave policy. 

He opens the intranet and looks for the policies folder.After checking a few folders, he finds the document. It is long and formal. He is unsure whether the rules differ by country, so he opens another document, and then another. After a few minutes, he still cannot find the exact information he needs, so he emails HR.

The information was there from the beginning. It was simply not easy to access.

This happens every day across IT, HR, Finance, and other service areas. It shows how access to documented knowledge affects daily operations.

The challenge: knowledge exists, but access is difficult

In most organizations, the problem is not missing information: policies are documented, instructions exist, knowledge bases are in place.

The challenge is that this knowledge is spread across many systems: SharePoint, Confluence, documentation platforms, websites, and files.

End users often don’t know where to look, searching takes time and navigating portals interrupts work. When finding information becomes frustrating, creating a ticket feels like the fastest option.

Support teams see the same issue from another angle. They receive large volumes of repetitive questions and spend time searching for information or answering questions instead of focusing on more complex issues.

The result is unnecessary work on both sides, even though the information already exists.

What AI Assistant for Knowledge Discovery does

Matrix42 AI Assistant for Knowledge Discovery provides a conversational way to access trusted knowledge sources, even when that knowledge lives in different systems.

Instead of navigating repositories, users simply ask a question and receive relevant information from sources such as SharePoint,Confluence, knowledge bases, or internal and public websites.

To ensure reliability, relevant content is identified first, and responses are generated based on the organization’s own documentation rather than generic information.

And something that is very important, it works with existing knowledge. So, organizations do not need to redesign their documentation landscape to begin.

In addition, the AI Assistant is multilingual, supporting European organizations with diverse workforces.

Enterprise-wide value

Providing easier access to knowledge does not only benefit individual users. Its impact extends across the organization, including service desk and IT operations teams

For end users, the value is immediate:

• Answers delivered directly in the flow of work (e.g., MicrosoftTeams, self-service portals, or websites)
• Resolution of everyday questions without waiting for support
• Asking questions in natural language instead of navigating multiple repositories.

For service desk and IT agents, Knowledge Discovery reduces the time spent searching across scattered documentation. Agents can ask questions in natural language and receive guidance based on internal technical sources, including troubleshooting steps and SOPs. 

Because the same assistant can support IT, HR, Finance,Legal, Facilities, and other service functions, Knowledge Discovery becomes an enterprise capability rather than a point solution.

A practical example: HR

Coming back to the earlier example of parental leave, instead of opening multiple policy documents or contacting HR, the employee can ask the question directly in Microsoft Teams or through the chatbot in the self-service portal. The AI Assistant then retrieves the relevant information from the official HR policy stored in SharePoint and provides a clear answer.

For HR teams, this reduces repetitive questions aboutstandard topics, while employees receive clear information without moving between systems or lengthy documents.

Measurable operational outcomes

When AI Assistants for Knowledge Discovery are used in real environments, the outcomes are practical and measurable. Organizations see:

• Up to 60%+ reduction in direct calls or requests reaching the support team
• Around 40% fewer submitted forms or service requests as questions are resolved before creating a ticket. 
• Most interactions resolved in only a few steps, often within seconds.
• Significant time savings for support agents while users benefit from 24/7 access to information.

One consistent learning is that data quality matters. When underlying documentation is clear and up to date, results are strong. When it is not, limitations become visible. Knowledge Discovery does not replace good documentation; it makes good documentation usable.

Enterprises have already invested in documenting knowledge.The next step is ensuring that knowledge can be accessed quickly, consistently, and at scale.

The Matrix42 AI Assistant for Knowledge Discovery enables that shift, not by adding complexity, but by removing friction.

And in many organizations, that is where meaningful progress begins.