Matrix42 Neo · May – Nov 2026

Neo: from switched off to 2,000 users

The AI assistant inside the service-management platform reached about one user in sixty. I designed and built the activation, consent and guidance flows, and the chat component every feature now uses, for the October launch.

Role: Design and implementation, Innovation Studio
Period: May – Nov 2026
Stack: Lit@lit/reactAngularJS adapterSSE streamingReact 19Langfuse.NET config fragments

enterprise tenants offered Neo on launch day
organisations active
in production
users

In June 2026 tens of thousands of people used the platform every week and only about one in sixty touched anything AI. The assistant existed, but enterprise administrators would not switch it on for the whole organisation in one click, and when they dismissed the offer it disappeared for good. Activation, not the model, was the product problem.

Activation that respects an admin

The new banner is explicit about what happens next and offers honest exits instead of one dismiss: remind me in 30 days; not my decision, which drafts the forwarding email; copy a link that turns Neo on; I need to check data protection, which routes to the consent screen; not interested, which after three admins suppresses the banner for the organisation. The consent wizard says what the team gets, what to check before turning it on, the terms, and then that it is on. On the agent side an Ask Neo entry point lets people ask their admin, and the admin sees how many did.

Service desk home with the Meet Matrix42 Neo banner — The offer, inside the admin's own home page.

Consent dialog step one: what your service team gets — Step one of consent: what the team gets, in the team's language.

Agent-side introduction after the admin turned Neo on — What an agent sees on the next login, with the AI disclaimer.

Guidance that lives in the product

A guided tour offers page-aware example questions beside Neo on each kind of Service Desk page, with a slash command to restart it. Discover Neo is a prompt gallery managed by the customer's admin, organised by role and by job to be done. Both are configured in Cortex, the admin side of Neo, which I also built: roles, sections, announcements, campaigns, and answer feedback wired to Langfuse so every thumbs-down is a trace someone can read.

Admin configuration of the guided tour: questions per Service Desk page — Guided tour, as the admin configures it: five questions for an incident, three for a request.

Admin configuration of the prompt gallery by role and category — Prompt gallery by role: catch up, find, write, analyse, act.

One chat component for the whole platform

<m42-intelligence> is a Lit web component published with React and AngularJS wrappers, so the same chat can sit in a 2026 React page and a 2012 AngularJS one. It streams over SSE, renders tool approvals as cards the user must accept, shows thinking and outline, runs slash commands and in-chat guides through a host API, and links external accounts (the Microsoft connect card) without leaving the conversation. I am its first contributor and I keep it to one rule: no app logic in the chat.

Neo beside an incident: performance summary, root cause, remediation plan with an Approve Fix button — Neo beside a ticket: what it checked live on the device, the root cause, the plan, and a single Approve. Keynote screen built from the product.

Launch

On 1 October 2026 Neo was offered to more than a hundred enterprise tenants in one day. Two weeks later more than forty organisations were active, over twenty of them in production, with more than 2,000 users, at a small fraction of the trial budget. The funnel instrumentation I added at banner, consent and activation is what the adoption team now steers by.