From Manual Operations to Autonomous IT

In today’s enterprise landscape, efficiency is no longer optional. European organizations are facing a steady rise in service requests, operational noise, and the pressure to react faster than ever. Matrix42’s new AI-native workflow designer and AI agents offer a major step toward autonomous IT service management, where AI doesn’t just support teams, it acts on their behalf.

AI that works like a team member, not just a tool

Traditional automation relies heavily on predefined rules. The Matrix42 AI agent for ticket preparation, however, goes further. Acting as a virtual team member, it instantly analyzes every incoming ticket the moment it arrives. It determines the correct category, urgency, priority, assigns the right team, and alerts relevant stakeholders—all before a human ever sees it.

The impact is transformative:

• Up to 15 minutes saved per ticket, resulting in hundreds of hours reclaimed every month for large enterprises.
• 50% more tickets handled with the same team size

• 60% higher first-contact resolution

• 40% fewer misrouted tickets

• 45% fewer SLA breaches

Time that once vanished into manual processing is now available for focusing on what matters most.

AI Agents for proactive major incident management

When incidents escalate, speed is everything. That’s where the AI Agent for Proactive major incident steps in. It monitors escalation patterns in real time and automatically informs stakeholders as situations unfold. If a certain threshold is reached, it can even declare a major incident autonomously, a task that traditionally depends on human reaction time.

Even more impressive: the AI Agent communicates instantly with all required stakeholders, reducing uncertainty and ensuring that important information is reaching the right people during critical moments. It acts before teams can even react, giving organizations a new level of resilience and agility.

The game changer: build your own AI Agents

Matrix42 doesn’t just ship out-of-the-box AI, it empowers enterprises to create their own. With the AI-native workflow designer, anyone can build AI-driven workflows using a zero-code, drag-and-drop interface. Automation tasks and AI actions blend seamlessly, enabling teams to build everything from simple automations to fully autonomous service workflows.

It’s a shift from:

• Reactive → Proactive
• Manual effort → Autonomous resolution
• Assistance → Intelligent action

Matrix42 - AI Your Way

The direction is clear: enterprise service management is shifting from reactive operations to proactive, intelligent, and increasingly autonomous processes. Matrix42 enables organizations to shape this transition at their own pace, giving them the flexibility to design and deploy AI that fits the way they work.

Matrix42 AI - your way, your workflows, and a practical step toward more autonomous service management.

If you want to know more about the AI-native workflow designer and AI Agents, watch our on-demand webinar.