Latest update: 11.05.2026

Introduction

Matrix42 Professional offers two tiers of Intelligent Service Management (AI) capabilities: Basic AI and Advanced AI. As an M42 Professional customer with a valid M42 Professional 2026 license, you may be eligible for the free, limited Basic AI tier. Basic AI serves as the entry point to AI capabilities in M42 Professional. It is complemented by more Advanced AI capabilities that enable: Knowledge-grounded responses, Configurable AI logic, Workflow automation, AI agents and self-service scenarios. These advanced capabilities extend beyond Basic AI and rely on additional capabilities, configuration and AI capacity.

This article introduces the Basic AI capabilities available in M42 Professional, including an overview of the included features, their benefits, and key implementation details.

Basic AI in M42 Professional

Basic AI provides built-in intelligence capabilities in M42 Professional that improve productivity, communication quality, and data consistency without requiring configuration or consumption-based usage. It represents the foundation layer of AI capabilities, available out of the box and ready to use immediately. Please note that the out-of-the-box availability depends on your environment – new environments come with the functionalities and use cases out-of-the-box, while existing environments might require implementation. For implementation, the AI Essentials professional services package provides a quick start – please contact your sales representative for more details.

Scope of Basic AI

Basic AI includes two categories of functionality: Non-generative, deterministic capabilities, and generative AI features. The following chapters describe the various Basic AI capabilities by type. 

Generative AI (Writing Assistance and Actions)

Basic AI includes user-triggered, single-step, generative AI capabilities designed to support everyday service management tasks directly within the user interface. These capabilities help users create, improve, summarize, translate, and structure content more efficiently, reducing manual effort while improving communication quality and consistency. Typical use cases include summarizing long ticket descriptions or conversations, generating ticket subjects and resolutions, improving the clarity and tone of comments or emails, translating content between supported languages, and creating reusable knowledge base drafts based on ticket data.

The Basic AI tier includes capabilities such as Writing Assistance and Actions in the new Agent UI, enabling agents to create or improve ticket descriptions, comments, resolutions, and email responses with AI support. Actions can also be used to summarize content, generate knowledge base drafts, or perform generative AI-based classification tasks such as categorization and assignment suggestions. In the Classic UI, similar functionality is available through Email Writing Assistance, which supports AI-assisted customer communication such as requesting additional information or sending status updates. These capabilities are designed to accelerate daily service management work while keeping the user in control through interactive, user-triggered AI assistance.

Basic AI capabilities are designed to work out-of-the-box in new environments without requiring additional setup, configuration, or integration work. The capabilities are primarily single-step, user-triggered through UI actions such as buttons, suggestions, or contextual AI prompts. Unlike Advanced AI capabilities, Basic AI does not include Knowledge Discovery (RAG) functionality and therefore does not access external knowledge sources such as SharePoint or Confluence. In addition, Basic AI capabilities are not intended for workflow automation or background execution through workflows. Instead, the focus is on improving individual productivity and supporting human agents in their day-to-day service management tasks.

Combining AI Capabilities

One of the key strengths of Matrix42 Professional is the configurable nature of its AI capabilities, often referred to collectively as “Configurable AI”. Multiple AI capabilities can be combined to create more advanced and valuable service management experiences for both human agents and end-users. For example, Writing Assistance and Actions can operate as standalone generative AI capabilities for creating or improving content, but Actions can also be combined with Knowledge Discovery to produce context-aware results based on company-specific knowledge sources such as SharePoint or Confluence. This enables use cases such as generating incident resolution proposals, customer responses, or knowledge articles enriched with validated internal documentation and organizational best practices.

AI capabilities can also be integrated into automated workflows through Visual Workflow Automation (VWA). Administrators can add AI nodes into workflows, enabling AI-driven automation scenarios such as ticket preparation, intelligent response generation, categorization, or self-resolution flows. In these scenarios, Actions can leverage Knowledge Discovery in the background to provide more accurate and context-aware outputs. Similarly, conversational Knowledge Discovery experiences for agents and end-users can be combined with workflow automation and AI Agents for Self-resolution to create highly automated support experiences across the service management platform, self-service portal, and Microsoft Teams.

When Knowledge Discovery is used either standalone or together with another AI capability, it consumes more Action Credits due to the additional retrieval and contextualization steps involved. With the default Matrix42-hosted AI option, standalone generative AI capabilities such as Writing Assistance or Actions typically consume 1x Action Credits per execution. However, when combined with Knowledge Discovery, the consumption increases to 3x Action Credits per execution. For example, generating a simple resolution proposal consumes 1x Action Credits, whereas generating a resolution proposal enriched with information retrieved from internal knowledge sources consumes 3x Action Credits.

Non-generative AI (Deterministic Capabilities)

Basic AI includes non-generative AI capabilities based on traditional machine learning approaches. These capabilities are deterministic in nature, meaning they analyze existing historical data and patterns instead of generating new content. AI Similarities helps agents identify similar tickets or other data by surfacing related records and previously resolved cases, enabling faster issue resolution. AI Classification suggests categories and other classifications for tickets and other data, helping organizations improve data consistency, routing accuracy, and reporting quality across service management processes. The AI Similarities and AI Classification capabilities are available only in the Classic UI.

The table below summarizes the various capabilities and provides use case examples. More technical information about the out of the box use cases is available here: M42 Intelligence (Actions & Writing Assistance) General Information and Prompts Guidance

UI availability

Classic UI

• Available
  • AI Similarities
  • AI Classification
  • Email writing assistance (limited generative AI support)
• Not available
  • Full Writing Assistance across all fields

The Classic UI includes the legacy AI panel (previously known as Virtual Coach / Effie AI Ticket), which provides Similarities and Classification.

New Agent UI

• Available
  • Full Writing Assistance capabilities across ticket fields
  • Summarization, generation, translation, and related features
• Not available
  • AI Similarities
  • AI Classification

The New Agent UI focuses on generative AI as the primary approach. However, capabilities based on broader data and analytics are planned to be introduced in future releases. 

Summary

Basic AI provides an easy and immediate entry point to Intelligent Service Management capabilities in Matrix42 Professional. It delivers out-of-the-box AI functionality that improves productivity, communication quality, and data consistency without requiring complex configuration, workflow design, or external knowledge integrations. Through capabilities such as Writing Assistance, Actions, AI Similarities, and AI Classification, organizations can accelerate daily service management work, reduce repetitive manual tasks, and support agents with AI-powered recommendations and content generation directly within the user interface.

At the same time, Basic AI establishes a clear foundation for adopting more advanced AI capabilities in the future. Organizations that require conversational AI experiences, workflow automation, AI agents, or responses grounded in company-specific knowledge sources can extend their capabilities through Advanced AI features such as Knowledge Discovery, AI-enhanced workflows, and configurable AI automation. This phased approach allows organizations to start with practical, user-triggered AI assistance and gradually evolve toward more intelligent, automated, and context-aware service management experiences as their requirements mature.