ICYMI: The virtual service agent now automates requests from any channel

[#1]

Hey there 👋

If you joined us in-person or digitally for Team 24 Europe last month, you know we’ve been cooking up plenty of exciting updates to the Jira Service Management virtual service agent. But in case you missed it or need a quick refresher, we’re excited to share that we’ve expanded the virtual service agent to new channels.

The same powerful AI service experience we built for Slack can now be used to automate support interactions across Jira Service Management intake channels, including the help center and Microsoft Teams, helping deflect requests and save agents even more time.

Check out the videos below to see a couple of the new virtual service agent channels in action 👇

Microsoft Teams

Read more about setting up the virtual service agent in Microsoft Teams

Jira Service Management help center (beta)

As a bonus, we now offer multi-lingual support for the virtual service agent in the help center – help-seekers can now ask their question in their preferred language, and the virtual service agent will dynamically translate the knowledge in your existing English knowledge articles, and generate a response. This is also coming soon to other virtual service agentchannels.

Read more about setting up the virtual service agent in your help center.

In addition to being available in Microsoft Teams and the help center, the virtual service agent is now also generally available on the Jira Service Management customer portal, in open beta for email request intake, and in limited beta for the embeddable widget.

Virtual service agent for email

Virtual service agent for widget

Friendly reminder for any team who connected the virtual service agent prior to August 6, as of November 15, 2024, the entirety of the virtual service agent functionality will only be available if your org admin has activated Atlassian Intelligence in Atlassian Administration. This includes the ability to manually build intent flows. To avoid interruption to your team’s virtual service agent access, please activate Atlassian Intelligence for Jira Service Management before November 15. If you’re an org admin, instructions for how to do this can be found here. If you don’t have Atlassian Intelligence activation permissions, but need help getting in touch with your org admin, feel free to reach out to support.

We have lots more exciting updates coming to the virtual service agent soon, including AI-powered enhancements to the intent creation process, new intent templates, and deeper automation capabilities, so please keep an eye out here for more news!

[Shane O_Connell]

Hi Srinivas. In Microsoft Teams interface, from the user's perspective, does Assist now automatically respond once the user posts a message or is there still the requirement to manually select the 3 ellipses and select 'Create ticket with Assist' in order for an issue/ticket to be created in JSM?

[Shane O_Connell]

@Nicole Pitaro when you have a moment. Thanks

[Srini Chakravarthy]

@Shane O_Connell Assist responds when user posts a question as shown in the demo. If Assist is unable to provide a resolution, it will show an option to the user to raise a request. Here's a screenshot with the raise request option. Does this help?