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Feedback and suggestions for additional ways of leveraging AI in JSM

Hey everyone and especially the Atlassian team!

We currently have all the AI features available in our instance, but are having a tough time to actually have them also available to our end users in a simple enough way. I think there are a few approaches Atlassian could take to make the end user experience for the AI features a bit better.

The addition of the AI bot is nice, but while we do use Slack it's only for a small part of our organization where most use Teams. Having it available in Teams sooner than later would be nice. I have raised my interest in the suggestion JSDCLOUD-12279 and would suggest other users of Teams would do so also.

Regarding some of the ideas I would like to see AI implemented to are for the Jira Service Management Portal.

As we all know there is a search available there, but that does not have the Ask AI feature which would make sense to be implemented. The portal experience is overall a bit too hard to grasp for some of our end users and currently I have made an announcement in the portal to go over to Confluence to make these AI searches. Making end users bounce between two distinct services just to make use of the AI seems like a not so optimal way of doing things.

The other place I would like to see AI used is for individual fields within the forms published to the portal. It would make sense to me that issues described within the summary field could also use the AI to give answers rather than suggesting articles. I think this would actually make the deflected count go up rather than people getting suggestions for entire articles.

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Daniella Latham
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 28, 2023

Hi @Micko thanks for reaching out! I think you might benefit a lot from signing up for this AMA session on AI in Jira Service Management:

Hey @Daniella Latham 

Thanks a lot for the reply.

I have now signed up for the AMA session. Looking forward to it! :)

As an additional feature request related to having the AI search providing answers even in the Jira SM portals search field i think it would be a killer feature to have the ability to log all questions for which an answer could not be provided via the data in our Confluence by the AI feature.

This would ease up the process of finding out what is missing from our documentation.


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Daniella Latham
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 29, 2023

@Micko Love this idea! Our team is exploring how we can deliver a unified search experience across all the products. 

Hey @Daniella Latham 

Great that my input is helpful. This feature idea is too good to pass up so i decided building that functionality on my own but am finding it hard to figure out if we can use for example REST to GET/POST questions to Atlassian Intelligence.

Having developer tools for the Atlassian Intelligence would also benefit many of your more technical customers to leverage whatever ideas they might have if they come up with additional use cases for the AI services.

Again, your direction with AI is great as the landscape for these AI bot tools is a rather interesting mess of ideas here and there and most don't provide proper information if our company data is used to train a public model or not while you at Atlassian do.

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