Soberly entitled Atlassian Intelligence, generative AI is appearing in beta version in Atlassian products: Bitbucket, Confluence, Jira Service Management, Jira Software, Jira Work Management, and others. This good functionality improves many uses that are well contextualised to each tool. Let’s take a look at the contribution of generative AI in Jira Service Management.
Direct assistance with Jira Service Management interfaces
Atlassian Intelligence benefits the user on a daily basis in the Jira Service Management interfaces. The agent can use AI to write a response to a customer ticket, based in particular on the knowledge base: the assistant extracts the content and makes a summary! A powerful tool, the summary can also be applied to a ticket and all its activity and history, so that the agent can grasp the context as quickly as possible and get to the heart of the matter. The potential productivity gains are huge.
In the very near future, Atlassian’s AI will be assisting users in using JQL/SQL languages, which some people find difficult to use but which are nonetheless essential for obtaining accurate search or analytics results. From now on, it will be enough to use natural language to make a query, and the AI will take care of translating it…
A virtual assistant powered by generative AI
Virtual assistants and AI are two different but complementary things. Atlassian Intelligence and Atlassian Assist, also a new product, are key allies in Jira Service Management, helping to improve customer dialogue.
Installed in a Slack channel, Assist acts as a link between JSM and the customer, following a series of settings that should not be overlooked if the assistant is to make sense and add value. The aim is to anticipate future requests as far as possible (i.e. to build on what already exists) in order to pre-configure responses or conversation flows that will enable a request to be properly qualified and an appropriate response to be provided. AI complements and does not do the work of setting up the assistant in place of the support team. So, for example, Atlassian Intelligence can, on instruction from the assistant, draw on the knowledge base to produce a summary for transmission in the Slack chat channel. It can also be used to improve searches.
AI and virtual assistants are no substitute for the human touch.
AI and virtual assistants make a major contribution to service processes. We gain in speed of response, as well as in relevance. For the agents themselves, their research and investigation work is shortened, optimised and improved by AI based on a well-used knowledge base and a well-informed data system (i.e. Insight at JSM, the CMDB and Asset Management tool). So these new tools are not replacing existing processes carried out by human agents, they are adding new ones to improve the service or adding to existing processes to improve them.