AI technologies have become a popular topic these days, but their most anticipated and promising application, providing meaningful answers to inquiries, has numerous applications in service desk support. AI can empower virtual agents to handle routine support requests, freeing human agents to focus on more complex issues.
According to the presentation below, knowledge workers spend an average of 240 hours searching for answers, but AI can assist human agents in finding answers faster.
Additionally, AI can significantly assist with automation. It can analyze incoming support requests and route them to the appropriate support team or agent based on issue type, customer profile, and severity level.
By using historical data, AI can predict potential issues before they occur, enabling support teams to proactively address them, minimizing downtime and improving customer satisfaction.
Regarding self-service capabilities, AI-powered chatbots and virtual agents can understand and respond to requests in natural language, providing customers with faster and easier support. Unlike chatbots based on keywords, which, as we all know, are ineffective.
Atlassian is heavily investing in AI and integrating it directly into Jira Service Management. By learning from data that enters the JSM instance and analyzing responses, AI can provide intelligent workflow solutions to help virtual and human teams solve issues faster. This is set to take JSM to new heights, and many programs are underway, with an early access program for the virtual agent currently available.
To learn more, watch the video here or below. If pressed for time, jump to minute 19 to learn about the new AI-powered features. In summary, AI can significantly improve service desk support by providing faster, more efficient, and personalized customer support through the virtual agent, leading to the best possible customer-focused experiences.
To be the first to experience the power of AI in JSM, sign up for this early access program.