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The virtual agent is now GA!

Hey community 👋

We’re thrilled to share that the Jira Service Management virtual agent for Slack is now generally available!

The AI-powered virtual agent helps teams automate support requests in Slack to deliver fast, always-on, conversational service. With a best-in-class Natural Language Processing (NLP) engine, it analyzes and understands intent, sentiment, and context to personalize interactions, and deflect issues so agents can free up time to focus on the work that matters. For more complex requests that need a human touch, the virtual agent seamlessly opens a ticket and transitions the conversation without losing context.

The virtual agent is easy to get started with and see immediate value. Support teams can configure the virtual agent on their own – no data science or coding required. It also comes with powerful generative AI capabilities backed by Atlassian Intelligence (currently in early access) that allow teams to tap into the power of their existing knowledge base to dynamically generate responses to requests. Learn more about Atlassian Intelligence.

Whether you’re just getting started with the virtual agent, or already tried it in beta and are looking to up-level your use, be sure to explore these key features:

Custom intent flows

Choose from our intent template catalog to get started quickly or build your own to guide the virtual agent interactions.

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New steps

Supercharge intent flows with “Ask for information” and “Web request” steps that help populate request forms and automate actions.

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AI answers

Tap into the power of your existing knowledge base to automate requests with Atlassian Intelligence (beta). Learn more about getting started with Atlassian Intelligence features.

AI Answers thread - VA product guide (2).jpg

Performance metrics

Measure the effectiveness of your virtual agent and identify ways to optimize your intent flows and knowledge base.

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For tips, tricks and more great features, check out our virtual agent product guide.

The virtual agent capabilities are now available in Cloud Premium and Enterprise plans.

We have more exciting enhancements on the horizon, including launching the virtual agent for Microsoft Teams next year. Keep an eye on the community and our public cloud roadmap for updates, and let us know what you think in the comments below!

8 comments

Dave Mathijs
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 07, 2023

Thanks for sharing @Nicole Pitaro , looking forward to implementing this.

What about for Teams?

Like # people like this

This is fantastic! Now please enable for Microsoft Teams :)  Already loving the Jira cloud and confluence cloud apps in Microsoft Teams.  Adding a virtual agent to roll out to the enterprise would be a game changer for support!

This feature for MS Teams would be great!

Another wonderful update. 
It would be great if it's implemented for MS Teams too!

Jayashri Kuntamukkala _eCloud Labs Inc_
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Nov 16, 2023

This is amazing. Can you please implement for Microsoft Teams

Thank you, Nicole! Will the agent also be available in the customer portal and for the service desk widget on our website?

Like Jonne Riikonen likes this

In our current request channel, we don't send everything to tickets, is there a way to tell the bot to "stand down" and take over a thread as just a normal slack discussion?

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