Has anyone had any luck developing an AI chat, placing it in the JSM portal, and making it compliant with Article 50 of the EU AI Act?
We use JSM to serve external customers (CSM still feels underdeveloped).
Good day Jaroslaw To comply with the AI Act, the simplest approach is to use the native Atlassian Intelligence Virtual Agent (since it already covers all necessary adaptations). If you build your own, the initial greeting must clearly inform the user that they are talking to an AI. You can review the privacy and compliance details in Atlassian's transparency notes and the AI and data policy. Hope this helps ; )
For a native-first design, start with the JSM virtual service agent in the help center, make the bot clearly identifiable as AI in the greeting, provide an obvious human-agent escalation path, and keep a record of the interaction and handoff. Limit its knowledge sources to approved, current articles and add a fallback when confidence or article coverage is low. Then have your privacy/legal team map the configuration, notices, retention, and customer disclosures to the requirements that apply to your organization—Article 50 compliance is not something the portal setting alone can certify. Test the anonymous and authenticated portal journeys separately before enabling it for external customers.
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