In keeping with a Nov. 2 ComputerWeekly report, Atlassian has launched product updates to its Jira Service Administration software program. One of many key options is a digital agent functionality, designed to assist groups automate help interactions and supply conversational help through common collaboration instruments. That is coupled with a myriad of AI-powered options to boost and personalize the help expertise.
Underlining their newest improvements, Atlassian envisions a “unified assist expertise”, the place AI performs a pivotal function in streamlining and simplifying the method for everybody in search of help. The main target is on making it simpler for anybody to each supply and obtain assist, whatever the assist system in place.
The digital assistant is out there now for the premium and enterprise editions of Jira Service Administration
Leveraging an AI engine, it’s designed to discern intent, sentiment, context, and even profile data. This ensures a customized and contextually related interplay each time. The expertise grows smarter with every interplay, due to a pure language processing engine.
For groups frightened about intricate setup procedures, Atlassian has made the method simple. Help groups can tailor the digital agent expertise to match their distinctive service supply strategies with out the necessity for any programming.
One other new function of the digital agent is its generative AI functionality. This permits it to provide solutions dynamically, drawing from enterprise assets like information base articles, onboarding guides, and often requested questions (FAQs). Moreover, in cases the place human experience is required, the agent can fluidly transition the dialog to human brokers with out shedding any context.
Edwin Wong — head of IT Options at Atlassian — commented on the present state of the service administration market, “IT leaders have been paying an excessive amount of for bloated legacy service administration options. Whereas trying to lower bloat, they’re additionally consolidating service desks used throughout their group. Lastly, rising applied sciences like AI-powered digital brokers are about to alter the sport by drastically chopping the variety of tickets groups must manually resolve.”
The AI enhancements in Jira Service Administration aren’t restricted to digital brokers. Atlassian Intelligence goals to dump a lot of the handbook duties and cognitive load from help brokers. It can present brokers with concise summaries of conversations, information base articles, and backbone options from different brokers who beforehand addressed comparable points. Lastly, it would allow brokers to fine-tune their responses, modulate their tone for professionalism or empathy, and even condense prolonged articles to offer exact directions.
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