[AI answers in Jira Service Management] Now in open beta!

Hey there :wave: 

Following up on our initial limited rollout of AI answers in Jira Service Management, we’re excited to share that the feature is now available to more customers as part of the virtual agent open beta!

With powerful generative AI capabilities and a best-in-class Natural Language Processing engine, the Jira Service Management virtual agent helps deliver fast, automated, conversational support via Slack (Microsoft Teams coming soon).

Who has access: The virtual agent, which includes the AI answers feature, is currently available (beta) in Slack for all Jira Service Management Cloud Premium or Enterprise customers. Note: while you do need to activate Atlassian Intelligence to use the AI answers feature that connects to your knowledge base, you do NOT need to in order to use custom intents in the virtual agent. Learn more about setting up virtual agent intents.

Free up agent time to focus on the work that matters

The virtual agent helps deflect repetitive service requests and allows your team to focus on more important work. Create custom intents or tap into the power of your existing knowledge base to instantly automate Tier 1 support workflows. For complex issues that need a human touch, route tickets to the right team with pre-gathered context.

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Delight help seekers with 24/7 self-service support

Meet your help seekers where they already work in Slack to deliver fast, always-on service. Employees can get personalized help at any time, without ever having to leave their favorite collaboration tools.


Get started with AI quickly to deliver value fast

Easily set up the virtual agent, regardless of technical know-how – no coding, data science, or costly consultants required. Take advantage of out-of-the-box knowledge base answers and pre-built templates to begin supporting your employees instantly.

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Activate Atlassian Intelligence Answers within your virtual agent:ai:

Atlassian Intelligence answers uses generative artificial intelligence to search across your linked knowledge base and answer questions from help seekers in Slack — without needing to create an intent. This saves agents time they could be using to address more complex issues. Reminder: in order to use this part of the virtual agent, your org admin first needs to activate Atlassian Intelligence for Jira Service Management, then you’ll need to turn it on in the virtual agent settings.

Want to learn how to get started quickly with your virtual agent? Use our virtual agent product guide.

Tell us what you think!

We’d love to hear from you! Let us know your feedback in the comments below.

Stay tuned! In October, we'll be hosting a live community AMA (ask me anything) for Virtual Agent, where we will answer any questions you have about the feature and where it’s headed.

In the meantime, we hope you enjoy your new agents!

The Jira Service Management team :rocket:



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Andrew Costa August 29, 2023

This is great, but when is this also coming to MS Teams? 

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Alexander Gorham August 29, 2023

Hi there!

My organization can't wait to start using AI, however we too are a Microsoft Teams organization, so I'll definitely be on the lookout for the Teams beta.

Is there any way for my organization to prepare for when the Teams integration is released, such as being able to create intents without integrating with Slack, or something along those lines? 


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alampreave August 30, 2023

Great! But we also have to wait to be deployed for MS Teams. Any time frame in mind?

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