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Percept.AI is joining the Atlassian family!

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.

Please join us in welcoming the Percept.AI team! You can read the full blog about the acquisition here or join us for TEAM ‘22 to learn more about Atlassian’s vision for high-velocity ITSM!

Register for your spot at TEAM '22 below!



I, for one, welcome our AI-enhanced robot overlords! :)

Like Dirk Ronsmans likes this
Dirk Ronsmans Community Leader Jan 30, 2022

Sounds great!

While I'm not personally someone that has many interactions with chatbots/virtual agents, this has been a feature that we see a lot of demand for.

Lightening the load of the SPOC/First line agents regarding simple queries and status updates can only be considered a good thing.

Looking forward on how this will evolve :)


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