For service desk agents, Conversational AI is available through the M42 Assist conversational panel.

Overview

The experience can use the context in which it is opened rather than behaving like an isolated chatbot.

Depending on the supported scenario, this context can include:

• Current application
• Current ticket or object
• User identity and language
• Available preview or dialog context

This allows an agent to ask questions naturally without repeating information that is already available in Matrix42 Enterprise.

Example: Investigating a Recurring Issue

An agent working on an incident can ask the assistant a direct question about the ticket in front of them, for example: "Is this a recurring problem?"

Because the assistant already has the ticket's context, it can answer with specific history instead of generic guidance, including:

• How many similar incidents exist, and over what time period
• How many of those are still open versus resolved
• Patterns across the affected tickets, such as shared priority, SLA breaches, locations, or assets
• A recommendation based on those patterns

Taking Action

Where supported, the interaction can go beyond providing information and perform supported actions on behalf of the user.

In the example above, the assistant doesn't just summarize the pattern. It can also offer to act on it directly, such as creating a Problem record to investigate the root cause or escalating the ticket to a Major Incident, without the agent needing to leave the conversation to do it manually.