Atlassian ‘smartens up’ Jira ITSM

Atlassian is known for its DevOps, IT Service Management and work management software.

Companies use Atlassian’s Jira Service Management to deliver and scale services and support. 

The company reminds us that the rise in globally distributed teams has forced enterprises to evolve how they provide their employees and customers with 24/7 virtual support. 

Now coming to market with a selection of product updates to its service management technology, Atlassian has detailed a virtual agent capability in Jira service management and AI-powered features that will come soon.

AI injection

It’s all about what the organisation calls a ‘vision for a unified help experience’ with AI to make it easy for anyone to give and get help, regardless of the underlying help system.

Virtual agent capabilities are now generally available with the Premium and Enterprise Editions of Jira Service Management. 

The virtual agent will help teams automate support interactions and deliver conversational support via their favourite collaboration tools.

The AI engine analyses and understands intent, sentiment, context and profile information to personalize interactions and the technology learns from every interaction by leveraging a Natural Language Processing (NLP) engine. 

During setup, support teams can configure the virtual agent experiences to match the way they deliver service, without writing a single line of code.

Human hand off

The virtual agent also uses generative AI to dynamically generate answers from sources within your enterprise, like knowledge base articles, onboarding guides and Frequently Asked Questions. If necessary, it can seamlessly transition the conversation to human experts to complete the request – without losing context. 

“The service management market is ripe for disruption. IT leaders have been paying too much for bloated legacy service management solutions. While looking to cut bloat, they’re also consolidating service desks used across their organisation. Finally, emerging technologies like AI-powered virtual agents are about to change the game by drastically cutting the number of tickets teams have to manually resolve,” claimed Edwin Wong, head of IT solutions at Atlassian.

In addition to the virtual agent capabilities, innovations powered by Atlassian Intelligence will reduce cognitive load and manual tasks for support agents. For example, agents will be able to get a concise summary of all conversations, knowledge base articles and other resolution paths recommended by previous agents handling an issue. This will allow for seamless hand-offs between support agents, reducing the frustrating back-and-forth between employees and agents.

Atlassian Intelligence will also help agents craft better responses, adjust their tone to be more professional or empathetic, or summarize a lengthy knowledge base article to provide concise instructions.

Atlassian’s vision is to provide a unified help experience – and this centres around building an experience that coordinates the routing of all employee requests to the right tools and teams to solve problems fast. This ‘intelligent front door’ will have the smarts to gather requests from an employee’s preferred channel, including web portals, email, chat and embedded experiences within other products and tools.

Image: Atlassian

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