How Can I Make Atlassian’s AI for Customer Support More Conversational Like Rovo AI?

[Satyam Gambhir]

Hi everyone,

I’m looking for some guidance on improving the conversational ability of the Atlassian AI that automatically replies to customer support tickets in Jira Service Management.

Right now, we’re using Rovo AI internally, which is great because it’s highly conversational and interacts with users in a natural, human-like way. However, the Atlassian AI that generates automated responses to customer tickets replies to customer tickets support tickets by querying from knowledge base but it only gives one reply and it's not conversational

For that to work, the AI needs to be able to:

• Hold a natural-sounding back-and-forth conversation

• Ask clarifying questions

• Provide tailored responses

• Guide the customer toward a solution

• Close out the ticket once the issue is resolved

Right now, the lack of conversational ability in Atlassian’s AI is the biggest blocker.

My questions for the community:

1. Is there any way to make Atlassian’s AI behave conversational when responding to customer tickets?

2. Are there configuration options, hidden settings, or best practices to improve its dialog quality?

3. Has anyone successfully integrated Rovo AI (or another conversational agent) into Jira Service Management for automated ticket resolution?

4. Are there upcoming features or known limitations related to this?

Any tips, experiences, or workarounds would be greatly appreciated. I’m trying to avoid building a custom solution if there’s a native or recommended path.

Thanks in advance for your help!