Remember the AI integration for Jira Service Management (JSM) announced at Team ’23? It’s now a reality! The Virtual Agent for JSM is out of beta and available for everyone. This marks the first step in Atlassian’s broader vision for Atlassian Intelligence, their AI-powered initiative to enhance efficiency across their products.

Jira Service Management: Virtual Agent

What Can Virtual Agent Do?

Imagine a helpful assistant in your Slack support channels, interacting with customers around the clock. That’s Virtual Agent! It can:

  • Answer questions and gather information: It uses your knowledge base to provide instant answers to common queries.
  • Learn and improve: The more it interacts, the smarter it gets, tailoring its responses to your customers’ specific needs.
  • Seamlessly connect to human agents: If things get tricky, it smoothly hands off the conversation to your team,ensuring a seamless customer experience.

How Does It Make Your Life Easier?

Virtual Agent takes care of the repetitive stuff, freeing your team to focus on complex issues and strategic work. It’s like having an extra pair of hands, available 24/7 to handle routine customer interactions.

Who Can Use It?

It’s ready for Atlassian Cloud customers with Premium or Enterprise editions of JSM who use Slack as a support channel.Don’t worry if you use another platform – support for other tools is coming soon!

Powered by AI, Designed for You

Developed in partnership with OpenAI, Virtual Agent leverages cutting-edge AI to understand intent, sentiment, and context, personalizing each interaction. It even generates dynamic answers from your internal resources like knowledge bases, onboarding guides, and FAQs.

Security First

Your data’s safety is a priority. Atlassian’s partnership with OpenAI includes a strict zero-day retention policy, ensuring your information remains secure.

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How Does It Work?

  • Define intents: Tell the agent what problems or questions it should address.
  • Create conversation flows: Map out how the agent should respond to different inquiries and scenarios.
  • Activate Atlassian Intelligence answers: Let AI search your knowledge base to handle questions that don’t fit predefined intents.

It’s a learning system that gets better with each interaction, thanks to its advanced natural language processing capabilities.

Why Should You Use It?

  • Maximize employee value: Let your team focus on meaningful work, not repetitive tasks.
  • Provide 24/7 support: Offer assistance even when your team is offline.
  • Enhance customer satisfaction: Deliver faster, more personalized service at scale.

Whether you’re supporting external customers or internal teams (like HR handling PTO requests), Virtual Agent can revolutionize how you deliver service.

Ready to Enhance Your Service Experience?

Contact our experts to learn how to get started with Virtual Agent for JSM today!