Webinar Recap: Faster response times with JSM’s AI‑powered Knowledge Base (AMA)

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A big thank you to everyone who attended our recent webinar - we truly appreciate your time and engagement. We had a great turnout and received some thoughtful questions from the audience.

For those who weren’t able to join, no worries - you can access the recording here:
Meeting: KB - AMA and Demo

Feel free to watch and share it with your teams.

During the session, we covered many questions live. There were also a few that we weren’t able to address within the allotted time. Please find those additional responses below:

Questions	Answers
Is it possible in Jira Service Management (JSM) to create a Knowledge Base (KB) that is specific to a particular client (using the Organizations field), so that agents only provide certain KB answers to clients within that organisation, and do not offer the same help to clients from other organisations?	Not directly per Organisation. JSM doesn’t natively scope a single KB article by Organisation, but you can achieve almost the same outcome by combining: Project/portal access – control which organisations can access which service projects/portals. There is a need to know the accounts of that org and only expose permissions to those accounts in Confluence. KB scoping and permissions – back each project/portal or customer segment with its own KB space/section in Confluence and restrict who can view those articles. With this setup, only that client’s users can see and get answers from their KB; other clients won’t see or receive those articles.
Will Rovo Agents replace Virtual Agents?	We’re investing in Rovo as the future of the virtual service agent experience in Jira Service Management. For both new and existing implementations, we recommend using Rovo because it’s easier to set up, offers a better conversational and multilingual experience, and already supports most virtual service agent use cases. Over time, our AI investments and new capabilities will focus primarily on Rovo.
If our language is other than English, can we write in it? 90% of our users speak only French?	Yes. Both Rovo and Jira Service Management virtual service agents support multilingual experiences. – Rovo works with the 21 Confluence languages, including French, for search and chat. – JSM Virtual Agent supports 26 customer portal languages, also including French. Both can detect a customer’s language, retrieve knowledge stored in other languages, and translate responses at runtime. Response quality is generally strongest in English, but French is part of the supported set and is a key focus language for us.

We’re always looking for feedback on the Knowledge Base to better understand how we can improve adoption and make it easier for customers to use. Your inputs are incredibly valuable to us.

Thanks again for your time and participation.