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What are the possibilities for integrating AI to JSM?

Lee Hutchinson_dij5za

I am looking to make my teams life somewhat easier. We use JSM as a ticketing service within our business for our candidates.

I am hoping there is a way to introduce AI to deal with some of the more generic tickets raised.

I know there is the option of automation but is there any option for taking it to the next level and using the likes of Chat Bots for example?

Any help is greatly appreciated

Accepted answers

Nikola Perisic

Welcome to the community @Lee Hutchinson

Indeed there is. What you are looking for are the Virtual Agents that work based on your Slack channel. You can customise the flow and based on the confidence level to determine the answers.

Virtual Agent settings screen in Jira Service Management

You can have agent channels, request channels (which is more suitable for you) and a test channel. Here, you would be focused on the intents which are based on the conversation flows.

Screenshot example of an object reference in Jira Service Management

Sources: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview

Focus on building your Slack channel, test it out, build your conversational flow as well.

All comments

Nikola Perisic

Welcome to the community @Lee Hutchinson

Indeed there is. What you are looking for are the Virtual Agents that work based on your Slack channel. You can customise the flow and based on the confidence level to determine the answers.

Virtual Agent settings screen in Jira Service Management

You can have agent channels, request channels (which is more suitable for you) and a test channel. Here, you would be focused on the intents which are based on the conversation flows.

Screenshot example of an object reference in Jira Service Management

Sources: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview

Focus on building your Slack channel, test it out, build your conversational flow as well.

Lee Hutchinson_dij5za

Amazing, thank you so much for your reply

Lee Hutchinson_dij5za

Just to clarify, is all of this done through Slack? So myself and my customer with the problem would communicate through Slack?

Currently we just go back and forth on JSM

Nikola Perisic

Yes, everything is done through Slack, you just need to set it up.

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