December AI Roundup: Unwrap the latest AI capabilities in Jira Service Management

[#1]

Hey Community 👋

In the spirit of the holiday season, we have a very special gift for you: powerful new AI capabilities across Jira Service Management! Below we’ve rounded up a number of new, generally available (GA) features to help supercharge your favorite ITSM workflows with AI-powered efficiency. Check them out and let us know what you think in the comments below 👇

Automate requests with the virtual service agent for email, widget, and help center

We're excited to share that new virtual service agent channels are now GA and ready to help your team automate even more requests. In addition to our recent releases on portal and Microsoft Teams, the same powerful AI service experience is now generally available on the Jira Service Management help center, embeddable widget, and email. 

You can now deflect tickets from any intake channel, no matter where your help-seekers like to work. Create custom intent flows or automate responses using your existing knowledge base to save agent time. Read more about the virtual service agent and check out the video below for a peek at the virtual service agent in action on the Jira Service Management help center👇

Grow your knowledge base and deflect more tickets with AI suggested topics

We’re excited to introduce Suggested Topics for Knowledge Base in Jira Service Management! Powered by AI, Suggested Topics enables you to proactively identify gaps in your knowledge base based on recent customer requests. By creating more relevant knowledge articles, you can ensure a delightful self-service experience for help seekers, plus improve support team productivity through increased ticket deflection.

Suggested Topics will recommend article topics by analyzing requests raised in the past 30 days in a service project, using details such as summary and description to determine if there are any existing articles available. If no articles exist, the topic is added to the suggested topics list, where site admins can quickly create a new knowledge article to fill the gap.

Read more about suggested topics or check out the video below to see it in action 👇

Speed ticket handling with AI draft reply and AI similar requests

Accelerate your ticket handling and manage your requests more effectively with the help of AI-drafted replies and AI-similar requests.

Draft reply is now GA! This feature uses AI to help create draft messages for those seeking assistance. It allows agents to respond to tickets smartly and efficiently with the appropriate troubleshooting tips or follow-up questions. The replies are based on comments added by agents while resolving similar requests. With these draft replies, users can now prepare responses in advance, ensuring everything is accurate and clear, which can ultimately help boost communication efficiency.

Read more about draft reply.

AI Similar Requests

Make it easier for your team to find issues similar to the ones they’re viewing in a service project with similar requests, now GA. This feature uses Natural Language Processing (NLP) to provide a list of recent requests with similar titles to the one you’re currently viewing. This AI-automated process of finding related requests reduces the manual effort required to search for similar issues, allowing you and your teams to speed up issue resolution and focus on resolving high-priority issues more efficiently.

Read more about similar requests.

Intelligently prioritize tickets with AI customer sentiment analysis and AI issue triage

Intelligently prioritize, reply to, and resolve requests quicker with these two AI-powered capabilities for support agents, now GA:

AI issue triage
AI issue triage in Jira Service Management allows agents to quickly clean up their queue by taking bulk action to intelligently assign issues to the correct request type. By using AI to streamline this part of the triaging process, support teams can significantly reduce the time spent on manual sorting, allowing them to focus on resolving high-priority issues more efficiently.

Read more about AI issue triage.

AI customer sentiment analysis

Get to know your customers better with AI sentiment analysis, now GA. This AI feature quickly analyzes and interprets the emotional tone of customer comments. Using ticket context like the title, description, and comments, AI assesses the customer sentiment – whether it's positive, neutral, or negative – and displays it directly on the issue view, updating in real-time as new comments come in. By spotting frustrations early, agents can provide top-notch service, keeping customer happiness as a top priority.

Read more about AI customer sentiment analysis.

Accelerate incident resolution and capture key learnings with AI incident summaries & timeline creation in Slack

Effective incident response depends on collaboration. Two new AI-powered features for Slack improve visibility and communication during an outage.

AI incident summary

AI incident summary uses machine learning and generative AI to keep incident responders up-to-date with the latest developments directly in Slack. With this feature, teams can quickly onboard new responders, minimize time spent looking for details on incident progress, and summarize key actions or decisions made during the incident to accelerate response and help with post-incident reviews.

Read more about AI channel summaries in Slack.

AI incident timeline

AI incident timeline uses machine learning and generative AI to create a comprehensive timeline of an incident, seamlessly integrating key chat messages from Slack channels and updates from Jira Service Management. It provides a chronological record of all critical actions and decisions made during an incident, helping your teams trace back the steps taken and understand the flow of events led to resolution. Agents can modify which actions appear on the timeline, which will publish in the associated channel and as an internal comment on the incident record in Jira Service Management.

Read more about incident timeline creation in Slack.

We’ve got plenty more exciting AI innovations in store for 2025, so keep an eye on the community for more updates and have a happy New Year! 🥳

[Jovin]

Particularly excited about the Virtual Agent on the Portal and the AI Sentiment! 

@Eugene Pak can we build reports (or access the data) for sentiment? e.g.

project = SUPPORT AND sentiment = Negative

[Ashok Shembde]

Hi @Eugene Pak ,

Exciting updates! 🎉 The expanded AI capabilities in JSM are a game-changer for streamlining ITSM workflows. Looking forward to leveraging the virtual service agent across these new channels. Great work, team! 🚀

[Brandon Davies]

@Jovin Hey Jovin,

You can use sentiment in JQL to explore this data in filters/dashboards and automations.

[Apkity Apkity]

Great roundup of the latest AI features in Jira! It’s exciting to see how AI is becoming a key part of project management. I’m currently working on a project called the pink palm puff, a unique fashion accessory, and I can definitely see how integrating AI could help streamline tasks like inventory management or customer engagement.

I’d love to hear how others are using AI in their projects, whether it’s in tech, fashion, or other industries!