Matrix42
Automating Matrix42: from workflows to AI agents
Compliance rules, workflows and the new AI agents can take a lot of routine work off your plate in Matrix42 – if governance is part of the plan.
Matrix42 has evolved from a pure workflow engine into a platform that combines rule-based automation with AI-assisted help. The AI agents introduced in 2025 add capabilities such as automatic ticket pre-qualification, knowledge-based answer suggestions and proactive major incident management. The key is to use these building blocks deliberately and under control.
The classic base: rules and workflows
Compliance rules and workflows remain the workhorse of operations: email routing, dynamic recipient determination, state logic and escalations can be modelled deterministically and traceably. The advantage of this layer is predictability – every action is auditable, which is indispensable in regulated industries.
The new layer: AI agents with judgement
AI agents complement this base wherever language and ambiguity come into play: classifying free-text input, summarising cases, or suggesting relevant knowledge articles. With "Configurable AI", Matrix42 follows an approach that puts control over models, data and deployment first – relevant for organisations with high data-sovereignty requirements.
- Start with high-volume, low-risk cases – such as categorisation and routing.
- Use AI suggestions as assistance first, not as autonomous decisions.
- Maintain the knowledge base: AI answers are only as good as their sources.
- Log every automated action and review it regularly.
Governance decides the payoff
The biggest lever is not the technology but the question of which decisions you hand to automation and which stay with people. A clearly documented model of risk classes, approval steps and control points keeps helpful automation from turning into uncontrolled momentum.