One of the central goals of modern IT Service Management is to automate the provision of services as extensively as possible, thereby streamlining processes and processing customer inquiries more quickly. Atlassian's ITSM software, Jira Service Management, supports this goal with a feature that has now been rolled out on a large scale: The virtual agent is here!
A little while ago, Atlassian announced the general availability of this feature, designed to help companies modernize internal and external customer support with the help of AI technologies and make it more efficient.
AI-powered Agents for a New Kind of Service Desk Customer Experience
The remote revolution and the dramatic increase in globally distributed teams have put pressure on organizations to provide 24/7 virtual support and services to their employees and customers. By integrating an AI-based virtual agent technology into Jira Service Management, support teams can deliver their services faster and more reliably at scale.
The virtual agent helps teams automate support interactions and have faster, always-on customer conversations via their favorite collaboration tools. The built-in AI engine analyses and understands intentions, moods, contexts, and profile information and can personalize interactions based on this information.
Using a natural language processing engine, the technology learns from every interaction. During setup, teams can easily configure the way the virtual agent user experience works without writing a single line of code. The virtual agent also uses Gen AI Intelligence to dynamically generate answers from sources within the organization - such as knowledge base articles, onboarding guides, and FAQ pages. If necessary, any conversation can be seamlessly picked up by a human without loss of context to complete the request.
These virtual agent features are now included in the Premium and Enterprise plans of Jira Service Management.
Further AI innovations for More Effectiveness and Efficiency in Service Management
In addition to these capabilities, some Atlassian Intelligence features that are currently in the early access phase reduce the cognitive load and amount of manual tasks for support teams. For example, with a single click, a virtual agent can pull up a concise summary of all conversations, knowledge base articles, and other resolution paths recommended by other virtual agents who have worked on the case. This allows virtual agents to seamlessly hand over tickets and avoid frustration caused by friction.
Atlassian Intelligence also assists virtual agents in generating and optimizing responses to customer queries. Depending on requirements and context, the AI features can optimize the tone of a response text or automatically summarize longer articles, ensuring that customers receive precise instructions.
Other AI-supported options for improving operational IT processes and support include the following:
- Autonomous retrieval of relevant contexts, such as knowledge base articles, previous processes, and problem reports.
- Recommendation and assignment of suitable virtual agents for a specific request.
- Automatic categorization and prioritization of incidents and changes.
- Grouping of similar incidents to escalate them appropriately.
- Identification of comparable previous problem cases to provide solution support.
- Identification of potential change conflicts between services, teams, and plans.
What's Next for Atlassian's AI Features?
In enterprise companies, limiting yourself to a single tool or platform that covers the entire customer Service Management process is challenging. Different teams have different areas of responsibility, experience, and processes, utilizing the best tools and channels for them. However, when there may be dozens of tools related to service delivery in the organization, how do employees and customers needing support know where to find help?
Atlassian has set out to standardize the entire service user experience. It aims to route all customer requests to the right tools and the right teams to resolve issues effectively and efficiently. This "intelligent front door" can collect all requests that come in through the different channels - web portals, email, chat, embedded service options in other products, or tools.
Atlassian Intelligence will analyze the context and intent of the request, providing accurate answers and recommending the right team or tool to resolve it. This may even involve third-party software. So, it remains exciting: ITSM teams can look forward to further significant improvements to the service desk experience!
Your Partner for Jira Service Management
Would you like to know more about Gen AI in Jira Service Management and the new possibilities for ITSM? Our Atlassian team will be happy to talk to you to discuss specific use cases in your company and show you the solution in a personal demo session!
We are an Atlassian Platinum Solution Partner and can support you in all aspects of the introduction and productive use of the various Jira products in your company - from licensing and implementation to user training. Get in touch with us!
Further Reading
- Atlassian Intelligence: How AI Features Take Atlassian Products to a New Level
- Google Protects Customers from Copyright Claims for AI-generated Content
- The Importance of Service Desk Automation in ITSM
- 10 Best Practices for IT Service Management (ITSM) – How to Get the Best out of Your IT
- Integrating Confluence into Jira Service Management: How ITSM Teams Efficiently Handle Service Desk Requests
