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We are excited to announce that Atlassian has acquired Percept.AI, an AI-powered virtual agent technology provider, to expand frontline support capabilities in Jira Service Management. Percept.AI is based in Santa Clara, CA, and builds on our previous investments in AI and machine learning, designed to help customers efficiently deliver great employee and customer support experiences at high velocity.
Their virtual agent technology helps teams automate tier-1 support interactions, supercharging conversational experiences throughout portal, chat, email, and web channels. Its conversational AI engine analyzes and understands intent, sentiment, context, and profile information to personalize interactions. And it seamlessly transitions conversations to human experts without losing context, reducing friction and helping resolve cases faster. Support teams can tailor AI-based virtual agent experiences to match the way they deliver service - with no coding required. Plus, the technology learns from every interaction by leveraging a best-in-class Natural Language Processing (NLP) engine with over 95% accuracy.
We plan to integrate Percept.AI with Jira Service Management so that support teams will be able to deliver exceptional service even faster and, more importantly, at scale. Acquisitions like Percept.AI and Halp further advance Jira Service Management’s smart experiences, enabling seamless chat-based conversations between customers and agents.
Register for your spot at TEAM '22 below!