Introducing AI Sentiment Analysis in Jira Service Management

[#1]

We’re excited to share that we recently released AI customer sentiment analysis in beta for Jira Service Management! Using the power of Atlassian Intelligence, this feature is designed to improve the way service agents prioritize customer requests, ensuring a more empathetic and efficient support experience for help-seekers.

Accelerate triaging and improve the customer experience

The customer sentiment analysis feature leverages AI to analyze and interpret the emotional tone of customer comments. Using ticket context like the title, description, and comments, Atlassian Intelligence 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. Agents can immediately get insight into the customer’s level of frustration so they can appropriately prioritize their queue and ensure an empathetic, timely response.

Tap into the power of JQL

Our latest release integrates seamlessly with Jira's powerful query capabilities, allowing service teams to use the sentiment field in JQL to create custom queues, ensuring that tickets with negative sentiment are addressed promptly.

Taking this holistic, AI-powered approach to sentiment analysis not only improves service quality and enhances the support experience for help-seekers, but also empowers agents to work more efficiently and save valuable time.

Have you tried customer sentiment analysis yet, or are planning to soon? We want to hear from you! We're looking to chat with customers about their experience and gather feedback on ways we can improve this feature. If you're interested in sharing your thoughts, simply fill out this form and our product team will be in touch!

[David Friedrich]

Don't get me wrong, I still find it impressive what AI can do. And this feature can certainly help service teams to reply in the right tone. But I would never prioritize my queue based on customer sentiment. What does the customer learn from this? The angrier and more aggressive I am when I make my request, the faster it will be processed? I don't think service teams would be doing themselves any favors in the long run.

[Kate Pawlak _Appsvio_]

Is there any additional configuration for this feature? I added the Sentiment field to the issue view and the field is empty. I can only manually select the customer sentiment. I checked it for old and new tickets. Should I configure anything else?

[Avery W_ Krouse]

Are there any plans to leverage other data for things like early warnings of customer service problems? Things like ticket age, escalation, adding watchers, presence in an incident, plus sentiment?

[Christopher Yen]

+1 to what needs to be done to configure or activate the sentiment fields to start receiving values?

[Jeff Gunawan]

Edit: found this (https://support.atlassian.com/jira-service-management-cloud/docs/about-customer-sentiment-analysis/)

[Christopher Yen]

To turn on customer sentiment analysis:

1. From your service project, select Project settings, then Features.

2. Enable Customer sentiment analysis.

[Susan Hauth _Jira Queen_]

But "sentiment" is not supported in any of the reporting gadgets (pie chart, filter statistics).  If you wanted to get some measure of how many tickets are positive vs negative, how would you do that?

[Julia _ 55 Degrees]

Is this visible to the customer? That's what I am trying to find but its not explicitly mentioned in the docs.