Search for an AI-connected chat for our customers

[Irene Gurrieri]

Good morning,
Our team uses both Confluence (for our knowledge base, where we upload guides for our software) and Jira Service Management (for handling support tickets).
We are looking for a chat solution to provide to our customers that can connect to our guides and integrate with an AI system capable of answering customers’ initial questions directly using the information from our knowledge base.
If the AI is unable to provide an answer, a ticket should automatically be created in our system.

Is there a solution like this available?
Thank you.

[Christos Markoulatos]

Hey @Irene Gurrieri  😊 Welcome

Atlassian has a built-in solution for this called the Virtual Agent in Jira Service Management Cloud. It’s designed to do exactly what you described:

• Connect to your Confluence knowledge base and use AI to answer customer questions in natural language.
• If the AI can’t resolve the issue, it automatically creates a Jira Service Management ticket with all the context from the chat.
• Works directly in your JSM help portal and can also integrate with Slack and Microsoft Teams for conversational support.

The Virtual Agent is available only on Premium and Enterprise plans of Jira Service Management. It’s not included in Free or Standard tiers. Standard does include some basic AI features (like Rovo Agents for internal support), but the full Virtual Agent with ticket automation and KB integration requires Premium or Enterprise.

You can find all the details and setup steps here:
Atlassian Virtual Agent Overview

Hope this helps!