Virtual Agent

[Chris Milton]

Hi team,

I understand this is not currently possible, but am looking for guidance on whether it is planned, and if so whether there is an ETA:

I would like to set up a customer facing Virtual Agent on our JIRA Portal, however in order for it to be of value, it really needs to be able to draw on the information from previous tickets for that customer. Take the following real-life example:

Customer X logs into JIRA to raise a ticket because they are seeing “error 123” in an API response

They hit the Virtual Agent and mention “error 123”

The Agent searches the incident history for that customer and finds either an existing open ticket relating to “error 123” OR a historical ticket which details exactly what causes “error 123” and how to resolve it

In either case the customers request is “deflected” as they do not need to raise a JIRA, which is the ultimate goal here; customer logs in with the intention of raising a JIRA but gets their answer WITHOUT raising a JIRA

I know that one alternative could be to create Confluence pages and add them to the Knowledge Base that the Virtual Agent draws on, but this is not as efficient or effective, nor can it be restricted by customer, as far as I know.

I don’t imagine this is an uncommon requirement so I’d be interested in whether there’s an ETA for it, and/or how other people have achieved the same thing.

Thanks,

Chris 

[James Gamble · Accepted solution]

Hola Chris,

Your question is categorized under Jira Cloud, but the customer-facing Virtual Agent and portal workflow you’ve described sounds like Jira Service Management’s virtual service agent. Could you confirm whether you’re using Jira Service Management Premium?

If you are referring to Jira Service Management, Atlassian’s current documentation says the virtual service agent can answer questions from linked knowledge-base content or follow configured conversation flows. It doesn’t document the ability to search for a customer’s previous or open requests and use them to answer a request before creating a new one. 

Based on the currently documented functionality, I don’t believe there’s an Atlassian-native way to achieve this exact workflow today. You may want to raise it with Atlassian Support as a feature suggestion, since they can confirm whether an existing request already covers this use case and associate your organization with it.

Thanks,

James

[Chris Milton]

Thank you, James. I have raised a ticket for this - https://jira.atlassian.com/browse/JIRAAUTOSERVER-1232

Thanks,

Chris