We are seeing seismic shifts in the field of artificial intelligence (AI) these days. AI is poised to significantly change the way people work, and it has the potential to dramatically accelerate that work.
Atlassian has been using machine learning to improve the user experience of its products for some time. Examples include personalised search results and recommendations when specific people are mentioned. At the recent customer and user conference Team '23, Atlassian presented the new generation of AI technologies that are now being implemented in all Atlassian Cloud products. This article shows you the possibilities.
A virtual team member for service and project teams
Atlassian Intelligence provides a virtual team member to speed up collaboration and make it more efficient. Based on internal models and Atlassian's collaboration with OpenAI, AI technology is being implemented into the Atlassian platform that forms the overarching technological foundation of its Cloud products.
Over the past 20 years, Atlassian has supported millions of software, IT, and business teams in planning, tracking, and delivering their work. This experience has gradually contributed to "teaching" Atlassian Intelligence how teams use the Atlassian products.
The Teamwork Graph underpins this knowledge and is based on the two most common types of teamwork:
- Service-based work: teams accept incoming requests and use specific workflows and data to resolve the concerns of colleagues and clients.
- Project-based work: teams manage projects from conception to delivery using roadmaps, plans, tasks, goals and documentation.
By leveraging large-scale language models, Atlassian Intelligence draws conclusions about how a specific organisation works together and constructs a customised Teamwork Graph showing what types of work are being done and the relationships between them. The open approach of the Atlassian platform enriches the teamwork graph with additional context and data from third-party apps.
Let's look at how Atlassian Intelligence can help teams in concrete terms.
Speeding up all types of work
Atlassian Intelligence uses generative AI technologies from OpenAI to create, summarize, and extract information from content. For teams, this creates many opportunities, such as:
A marketing employee asks Atlassian Intelligence to create draft tweets for a product announcement.
You can quickly generate decisions and action steps from meeting notes.
Developers can instruct the AI to define test plans for product updates in Jira.
A Product Owner asks Atlassian Intelligence to outline the operating systems for testing an update.
Becoming more productive through quick help
In modern service management, speed is the elixir of life. Employees and customers expect immediate responses and fast solutions. Atlassian Intelligence acts as a 24/7 virtual teammate, providing instant help when teams need it.
The virtual agent in Jira Service Management automates support interactions from within Slack and Microsoft Teams. Employees get help without leaving their favourite collaboration tools. It also eliminates repetitive requests to support teams, allowing them to focus on the important work. Setting up a virtual agent is straightforward and requires no programming.
Powered by Atlassian Intelligence, the virtual agent can complete these tasks:
The AI can resolve queries based on its understanding of knowledge base articles. If necessary, the agent answers follow-up questions.
A virtual agent named Charlie helps a teammate gain access to a piece of software.
In addition, the virtual agent can summarize activities into help requests so that they can be assigned to real agents more quickly.
Atlassian Intelligence summarises the activities in a request for a human agent.
Atlassian Intelligence can help create thorough responses to take the stress away from customers in hectic situations.
A human agent asks Atlassian Intelligence to adapt the tone of a response to the situation.
In addition, Atlassian Intelligence helps Ops and Support teams be quicker and respond more quickly by:
- Identifying previously resolved or related issues to support faster problem resolution.
- Recommending appropriate knowledge base articles and relevant pages for faster problem resolution.
Learning on the fly
When an organization grows, the institutional knowledge and the number of specific terms, acronyms, and internal systems grow along with it. And it's not an easy task to achieve a common understanding of all these meanings across the organization.
Atlassian Intelligence provides an overarching context with a company-specific, on-demand dictionary. Users can highlight a term and query the system, which then outputs a definition with source, relevant experts, and contexts based on the Team Graphs.
Atlassian Intelligence explains an institutional term to a user reading a Confluence page.
Finding answers to all questions
The artificial intelligence in Atlassian products understands natural language and supports users in these situations, for example:
Users can ask questions about the organization's institutional information and policies, such as "How much can I spend on my home office equipment?" or "How do I set up my development environment?"
Atlassian Intelligence provides an immediate answer to a question based on the content of a plan in Confluence.
Atlassian Intelligence can use the Jira Query Language (JQL) to find tasks in the Jira products.
The system translates a question asked in natural language into JQL.
Using data from multiple sources, Atlassian's AI is able to generate insights and visualize information across products in Atlassian Analytics without users having to write SQL.
Atlassian Intelligence translates natural language into SQL prompt.
And of course, Atlassian Intelligence understands all languages supported by Atlassian Cloud products.
Collaboration with Atlassian Cloud products on a new level
With Atlassian Intelligence, Confluence, Jira, and Jira Service Management help teams and organisations work more efficiently, find information faster, and deliver projects and services faster. The feature set is currently in the early access phase. Are you interested in trying out the features with your team as soon as possible? Then sign up for the waitlist for early access.
And we are happy to answer any questions you may have about the Atlassian Cloud. If you are still looking for a competent companion for your journey to the cloud, we are an Atlassian Platinum Solution Partner and have already supported numerous migrations. We are happy to support you - just send us an e-mail!
Further Reading
- The 6 Pitfalls of the Atlassian Marketplace: What Should You Look out for When Choosing an App?
- Manage your Confluence Data Center Instance Wisely with Guardrails
- Manage Your Jira Data Center Instance Wisely With Guardrails
- Practical Workaround for Jira Cloud: Re-empty the Resolution Field
- Atlassian Codegeist 2022: Three Award-winning Apps from Seibert Media Employees
