Artificial intelligence (AI) has the potential to transform service management and help organizations move from reactive and manual operations toward proactive and autonomous resolution.
Across Europe, organizations are exploring how AI can boost productivity, improve user experience, and optimize costs. Yet they are doing it carefully, looking for innovation that is responsible, transparent, and aligned with European values and regulations.
Santeri Jussila, Chief Product Officer at Matrix42, captured this mindset clearly at Digitalize & Automate 2025:
“We’re not in a race to build the most AI. We’re in a race to build AI that actually helps customers.”
That belief — that AI must be purposeful and human-centered — is shaping the next generation of Intelligent Service Management, where success is measured not by the amount of AI used, but by the real value it brings to people, services, and the business.
Three Ways AI Creates Value in Service Management
AI in service management typically evolves in three stages. Each stage builds on the last and increases business value.
AI Assistants
AI Assistants help agents and end-users across the organization, not only in IT. They are guided by humans and do not act independently. Instead, they carry out tasks that are requested, specified, and led by users.
Examples include conversational chatbots that retrieve knowledge or multilingual writing assistants that enhance communication clarity.
According to Gartner, organizations using AI assistants have reported tangible benefits, including up to a 40% reduction in agent attrition, as workloads become lighter and work more meaningful.
AI Agents
AI Agents can operate with conditional or full autonomy. AI Agents with conditional autonomy focus on simple, repetitive tasks and predefined processes, while highly autonomous agents are goal-oriented, adaptable, and often collaborate within AI Agent ecosystems, a mode known as Agentic AI.
AI Agents can handle tasks such as ticket preparation, device troubleshooting, or access provisioning, augmenting human teams and freeing staff to focus on higher-value work.
For instance, preparing a ticket can take up to 15 minutes per case. With AI Agents, that time can be almost completely saved. Across hundreds or thousands of tickets per month, this can result in productivity gains exceeding 500 hours per month.
Proactive AI
Proactive AI predicts and addresses issues before they occur, shifting service management from resolving tickets to preventing them.
A practical example is proactive major incident management, where an AI Agent identifies early incident signals and triggers proactive remediation.
The goal is not faster reaction, but true prevention, improving uptime, strengthening security, and enhancing user experience.
From Quick Wins to Proactive Transformation
Organizations that have adopted responsible AI are already seeing strong results.
For example, a national education agency implemented an AI knowledge discovery tool for self-service that reduced incoming support calls by 62% in just three months.
Another great example comes from a European university with 18,000 users across 88 countries. By deploying a multilingual AI writing assistant, agents were able to handle requests more efficiently, gaining back one full working day per month while maintaining service quality during busy periods.
A public-sector organization deployed multilingual chatbots and voice bots to assist citizens. 80% of questions were resolved in three steps, and the number of submitted forms dropped by 40%, significantly reducing service desk workload.
These cases led us to a clear set of conclusions: success comes from starting small, learning fast, and scaling responsibly.
Responsible Innovation and Data Sovereignty
AI brings new possibilities, but using it responsibly is essential, especially in Europe.
Organizations remain cautious due to data sovereignty, regulatory compliance, and the EU AI Act. They need clarity about where data is stored, how it is used, and which models process it, along with expectations for fairness, privacy, and transparency.
“60% of Western European organizations say that geopolitics will increase their reliance on local or regional cloud providers to ensure data sovereignty (Gartner, 2025).”
Matrix42 gives customers full freedom to decide where their data and AI models reside: on-premises, in a private cloud, or within the public cloud. This approach provides both flexibility and control, enabling organizations to innovate safely, transparently, and in line with European values.
The Future of Intelligent Service Management
The future of IT service management is intelligent, user-focused, and proactive. Matrix42 Intelligent Service Management delivers exactly that: a modern, complete platform that brings conversational, agentic, and proactive service to every corner of the enterprise.
Grounded in our Cloud Your Way and AI Your Way principles, the platform provides choice and flexibility at every step. You can select your deployment model and create your own AI Assistants and AI Agents, all while keeping the European requirements and data sovereignty at the core.
Through intelligence, experience, and choice, Matrix42 Intelligent Service Management enables a new way of working where humans and AI Agents collaborate, transforming service from reactive management into a proactive experience.
“We’re not just defining the new paradigm. We’re already building it together with our customers, our partners, and shared values at the core.”
-Santeri Jussila, CPO Matrix42-
To explore how AI can create real, responsible impact in service management, download our white paper “Innovate with AI in Service Management” — a practical guide for European organizations to harness AI while maintaining trust, compliance, and control.
