Team '25 recap: New AI capabilities in Jira Service Management

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We had a blast catching up with many of you at Team ‘25 in Anaheim last month, and showcasing the latest AI innovations in Jira Service Management. If you weren’t able to join us in person or catch the digital event content, don’t worry – below we’ve recapped the top AI-related product announcements for you. 👇

Delivering exceptional employee support

Virtual service agent enhancements

We’ve upgraded the virtual service agent with powerful new features designed to automate more support workflows and better meet your employees where they are. With expanded omni-channel capabilities, the virtual service agent is now GA across Slack, Microsoft Teams, email, help center, and our embeddable widget. This ensures users can access automated support from their preferred communication platform, increasing convenience and deflecting more requests from live agents.

In addition, the agent now offers enhanced automation for common support actions such as granting software access, resetting passwords, and checking PTO balances. These workflows are powered by Atlassian Automation and can be extended through integrations with third-party tools like Workato and Workday.

We’ve also improved AI answers with multi-language support. This allows the virtual service agent to respond in a help seeker’s preferred language, regardless of the original language of the knowledge base article, and makes support more accessible to global teams. Soon AI answers will also be able to pull information from third-party sources like Google Drive and Sharepoint, as well as Confluence knowledge bases across multiple Atlassian sites.

Intelligent knowledge base

Optimize self-service support with AI-powered recommendations for knowledge base articles. With suggested topics, Jira Service Management now analyzes recent customer requests to recommend new article topics where gaps exist. The article creation feature actually automatically drafts the article for you using context from past request summaries, descriptions and comments. This ensures your knowledge base stays relevant and comprehensive while improving ticket deflection and the overall help seeker experience.

AI-powered assistance for human agents

We’ve added new capabilities that empower agents to take fast action on support tickets, including draft replies, which uses AI to automatically craft a response to help-seekers using insight from past resolve tickets. New intelligent suggestions streamline ticket responses and surface critical context with AI-powered recommendations on support requests, including:

• Ticket summary

• Suggested assignee, priority, and escalation

• Suggested actions and next steps

• Help-seeker context

Accelerated incident detection

Enhanced incident detection

Cut through the noise and surface the alerts that matter with alert grouping insights. Use AI to identify patterns among incoming alerts, group them based on similarities, and easily escalate them into incidents by using AI insights to understand past alerts and pull in the right people.

Intelligent incident response

Empower on-call teams and incident managers with the information they need, right at their fingertips with AI-powered suggestions. This feature captures insights from past alerts and incidents to automatically surface critical resources and suggested next steps. It also allows responders to take immediate action including looping in stakeholders, changing the incident severity, and more.

With incident summaries in Slack, instantly summarize critical incident details and progress directly within your incident Slack channel to help bring responders up to speed quickly and drive fast action. Within seconds you’ll have a detailed summary of the key actions and decisions thus far so you can jump in and be part of the resolution.

AI-powered incident learnings

Save time documenting incident details by getting AI-generated incident timelines directly from your incident response Slack channel. Mark chat messages as important as you go to ensure they’re captured in the timeline and easily recap them to stakeholders or in a post-incident review.

Bonus: Rovo for all

One of the biggest announcements we made on the main stage at Team '25 was the availability of Rovo to all teams! Atlassian customers can take advantage of the most advanced AI-powered search, chat, and agents with their Jira, Confluence, and Jira Service Management subscriptions (starting with our Premium and Enterprise, with Standard customers to follow). At the event we announced two new Rovo agents for service management in addition to our existing Ops Guide and Service Request Helper:

1. Service Triage Assistant: Available now, this Rovo agent automates ticket triage by intelligently changing fields, rewriting case details and updating the priority as requests come in.

2. Root Cause Analyzer: Coming soon, this Rovo agent helps pinpoint the cause of an incident and surface critical context like related deployments, PRs, and Jira work items to help responders get to resolution quickly.

If you haven’t yet, be sure to check out the Team '25 on-demand library for more AI and service management content and learnings!