Atlassian's Jira Service Management has expanded its virtual agent from a limited beta to an open beta. This AI-powered virtual agent, driven by Atlassian Intelligence, provides automated conversational support on Slack, with Microsoft Teams integration in the pipeline. It recognizes user intent, sentiment, and context, offering personalized assistance and continually improving through interactions.
The virtual agent is available in Slack for Jira Service Management Cloud Premium and Enterprise customers.
BENEFITS IN A NUTSHELL:
- It automates repetitive requests, freeing agents for significant tasks.
- Users can tailor intents or utilize the current knowledge base to automate Tier 1 support, directing complex issues to appropriate teams with relevant context.
- Users get 24/7 support on Slack without departing from their chosen collaboration tools.
- Implement the virtual agent effortlessly, irrespective of technical expertise.
- Benefit from ready-to-use knowledge base answers and templates for immediate employee support.
Atlassian Intelligence leverages generative AI to probe the connected knowledge base and respond to Slack queries, saving agents time. Activation is required via virtual agent settings.