Atlassian Intelligence Virtual Service Assistant Summarizes KB article in response

brian_lee

We've enabled the AI Virtual Service Assistant and for the most part it is going well. We've opted to stay with email responses for the time being as to not change our end user's workflow when contacting IT.

I've noticed that when VSA auto-responds to a ticket, it summarizes the KB article. Is there any way to configure VSA so that it responds with exactly the contents of the KB article instead?

I've also noticed that the VSA does not include any of the screenshots I've put into the KB on its auto-responses. For some of these responses screenshots are very helpful in assisting the end user with troubleshooting. Is there a way to get the VSA to reply with screenshots as well?

Thank you,
Brian 

Jehan Bhathena

Hi @brian_lee ,

From what I can see in the documentation, none of these questions seem to have been answered.

I would highly recommend raising a Support ticket to get clarification on these since you're already on the Premium Plan.

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

https://support.atlassian.com/jira-service-management-cloud/docs/test-your-virtual-agent/

Please do share the outcome here too !!