New options in virtual agent's standard flow - will this include choice of request type?

[Kenneth Szymanski]

Hey all, 

The primary reason I haven't been implementing, or haven't seen a solid implementation of, the virtual agent is the inability to prompt the user for information or offer the choice of intent before trying to match intent. Does anyone know if it will be possible with the addition of the new feature, 'offer options' standard flow? 

If not, what's the best way to be able to use the virtual agent's knowledge and then give the customer the option to choose a request type if an intent is not matched? 

https://support.atlassian.com/jira-service-management-cloud/docs/about-standard-flows/#Offer-options:~:text=request%20type.-,Offer,-options

[Tomislav Tobijas · Accepted solution]

Hi @Kenneth Szymanski ,

Yeah... by default, the Jira Service Management virtual agent tries to match the user’s first message to an intent or provide an AI answer before prompting for more information. The new "offer options" standard flow does allow you to present users with up to three configurable choices, but this only triggers after the virtual agent fails to match an intent or answer the question, not before intent matching.

There are these feature requests:

• JSDCLOUD-16769: Manually parse the Customer's first text and fetch values out of it using virtual agent in JSM project 
• JSDCLOUD-16952: Improve Virtual Agent handling of greetings and vague user inputs to provide a more natural conversational experience 

But I couldn't find anything exactly referring to what you're asking 🫤

From the current standpoint, I'm not sure if there's much you can do apart from encouraging users to start with specific, intent-related queries (not user-friendly, I know)

You could browse JAC a bit more to see if you'll find anything that could match what you're looking for. You could also reach out to Atlassian Support, discuss this requirement with them, and their staff could raise a new request based on the discussion.

Cheers,
Tobi