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According to a Nov. 2 ComputerWeekly report, Atlassian has launched product updates to its Jira Service Management software program. One of the important thing options is a digital agent functionality, designed to assist groups automate assist interactions and supply conversational help by way of fashionable collaboration instruments. This is coupled with a myriad of AI-powered options to reinforce and personalize the assist expertise.
Underlining their newest improvements, Atlassian envisions a “unified help experience”, the place AI performs a pivotal position in streamlining and simplifying the method for everybody looking for help. The focus is on making it simpler for anybody to each provide and obtain assist, whatever the assist system in place.
The digital assistant is on the market now for the premium and enterprise editions of Jira Service Management
Leveraging an AI engine, it’s designed to discern intent, sentiment, context, and even profile info. This ensures a customized and contextually related interplay each time. The know-how grows smarter with every interplay, because of a pure language processing engine.
For groups anxious about intricate setup procedures, Atlassian has made the method easy. Support groups can tailor the digital agent expertise to match their distinctive service supply strategies with out the necessity for any programming.
Another new function of the digital agent is its generative AI functionality. This permits it to provide solutions dynamically, drawing from enterprise sources like information base articles, onboarding guides, and incessantly requested questions (FAQs). Furthermore, in cases the place human experience is required, the agent can fluidly transition the dialog to human brokers with out dropping any context.
Edwin Wong — head of IT Solutions at Atlassian — commented on the present state of the service administration market, “IT leaders have been paying too much for bloated legacy service management solutions. While looking to cut bloat, they’re also consolidating service desks used across their organization. Finally, emerging technologies like AI-powered virtual agents are about to change the game by drastically cutting the number of tickets teams have to manually resolve.”
The AI enhancements in Jira Service Management are usually not restricted to digital brokers. Atlassian Intelligence goals to dump a lot of the guide duties and cognitive load from assist brokers. It will present brokers with concise summaries of conversations, information base articles, and backbone solutions from different brokers who beforehand addressed related points. Lastly, it’s going to allow brokers to fine-tune their responses, modulate their tone for professionalism or empathy, and even condense prolonged articles to present exact directions.
Featured Image Credit: Photo by Cottonbro Studio; Pexels; Thank you!
