Unveiling new Atlassian Intelligence capabilities in Jira Service Management

[#1]

Hello Atlassian Community 👋

As we continue to drive innovation with AI in Jira Service Management, we're thrilled to announce our latest capabilities designed to enrich the experiences of support and IT Operations teams.

From AI-driven issue triage and sentiment analysis to streamlined automation and AIOps capabilities, these enhancements are set to redefine how teams deliver exceptional service at scale. Dive into the details of each release below and discover how Atlassian Intelligence is setting a new standard for operational excellence and AI-powered support experiences.

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Atlassian Intelligence for support teams

Empower admins with easy setup

We’re helping admins speed up service desk setup and empower teams across their organization to do the same with new AI-powered configuration experiences.

AI request type and field suggestions (available now)

Simplify project creation with our AI service desk configuration features. Using natural language, you can effortlessly set up the ideal service desk tailored to your needs, including request types, forms, fields, and workflows. AI request type and field suggestions are available now and we’re excited to continue innovating in this area to ultimately deliver an end-to-end AI-powered configuration experience.

Learn how to use Atlassian Intelligence to create request types or suggest fields

AI Automations (available now)

Build powerful automations in seconds with AI, available now. Simply describe any requirement or action you wish to automate in natural language, and an automation rule will quicky be generated for you. This feature democratizes automation, making it accessible to all users regardless of their technical expertise, and significantly speeds up the process of creating complex automation.

Learn how to use Atlassian Intelligence with Jira automation

Accelerate agent productivity

Agents can use AI to triage, respond to, and resolve requests faster. Delight help-seekers with quick resolutions and free up time to focus on the work that matters most.

AI issue triage (beta)

AI issue triage, now in beta, empowers agents to intelligently triage and take action on requests in their queue. AI can fill in the blanks and take bulk action to assign the right request types and route issues to the right agents.

AI sentiment analysis (beta)

Understand your help-seekers better with AI sentiment analysis rolling out in open beta later this month. AI quickly assesses customer sentiment to help agents prioritize issues effectively. By identifying frustrations early, agents ensure the highest quality service, keeping customer satisfaction at the forefront.

AI agent recommendations (coming soon)

Enhance your responsiveness to issues with AI agent recommendations. This feature optimizes workflows by suggesting the right actions, experts, and responses. Improve efficiency and resolve customer requests quicker for a superior service experience. This capability will be coming later this year.

Enable help-seekers with always-on support

Deliver fast, personalized support, where and when your help-seekers need it.

Virtual agent on help center (beta)

Supercharge your service delivery with our AI-powered virtual agent. The virtual agent automates Tier 1 support interactions, generating accurate, context-aware answers from a linked knowledge base. This enables your team to concentrate and spend more time on complex tasks. In addition to Slack, the virtual agent is currently available on the Jira Service Management Help Center in limited beta, and will soon be available on portal and Microsoft Teams.

Learn more about the beta program

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Atlassian Intelligence for operations teams

Atlassian is streamlining incident management with a suite of AIOps capabilities designed to empower teams to detect, resolve, and prevent incidents more efficiently.

Alert grouping (beta)

We’re starting off with alert grouping allowing teams to surface important alerts and detect incidents faster with AI. Teams will also gain the ability to group similar alerts, escalate them effectively based on impact, and utilize AI to extract historical insights from past alerts. Alert grouping is currently in Beta.

Learn how to use Atlassian Intelligence to group alerts

More AIOps capabilities coming soon

Looking ahead to the rest of 2024, we're set to unveil more capabilities that bring the power of Atlassian Intelligence to your incident management workflows including:

• PIR creation (Update: now in beta) uses AI to automate the documentation of post-incident reviews, capturing all relevant details swiftly. This facilitates sharing of learnings to avert future incidents. 

• Alert suppression optimizes alert notifications, focusing on high-priority alerts to enable quicker identification and action, thereby reducing noise and enhancing response effectiveness.

• Incident communications employs AI to quickly update stakeholders with clear, concise summaries, accelerating decision-making during critical incidents.

• Incident investigation provides operations teams with AI-driven context for faster and more effective incident resolution, surfacing related incidents, and suggesting relevant resources.

Keep an eye on the community and our Cloud roadmap for updates on feature availability, or sign up for our AIOps waitlist and be among the first to try these capabilities out.

Note: In order to leverage the full potential of these AI Ops capabilities, your team must adopt the Streamlined Incident Management UI experience in Jira Service Management. This ensures seamless integration and maximized efficiency. For more details, please read this post.

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Getting started with Atlassian Intelligence in Jira Service Management

These features will be available exclusively to Jira Service Management Cloud Premium and Enterprise customers. Whether your organization is already on either plan or is interested in upgrading plans to gain access to these capabilities, please refer to the resources below to get started with AI:

Artificial Intelligence in Jira Service Management → Feature guide

The Jira Service Management virtual agent → Product guide

Atlassian Rovo announcement -> Blog

Additionally, to learn more about how Atlassian handles your data responsibly, our Trust Center remains your go-to resource.

Updated June 25, 2024 to note features that are now available in beta.

[Muhammad Fahad]

Amazing capabilities @Blake Underwood . Looking forward to this.

[오찬교]

We also want to participate in the jira Service Management Help Center in beta. Can you tell me how?

[Damien Versluis]

Exciting opportunities and outcomes here Team!

[Jules Cuijpers]

Awesome new features! We are also interested in Jira Service Management Help Center Beta. How can we access this?

[Blake Underwood]

Hey @오찬교 and @Jules Cuijpers

Virtual agent on the help center is currently in limited beta, available to a small group of organizations. Stay tuned in the community over the next few weeks for more updates on the wider release and how to get involved! 

[Kristján Geir Mathiesen]

Thanks for this info, @Blake Underwood 

Just so that I am understanding this correctly, all of the above capabilities/features are indepent of and do not call for the new Rovo product?

I.e. all this above is available to those customers that do NOT (I guess more correct way is to say will NOT since Rovo is not yet GA) have Rovo.

Thanks, KGM

[Blake Underwood]

That's correct @Kristján Geir Mathiesen All of the capabilities mentioned above are independent of Rovo and accessible through the Atlassian Intelligence toggle in Jira Service Management. If you haven't already, I'd recommend checking out this blog post for an in-depth overview of all that's coming with Rovo!

[Kristján Geir Mathiesen]

Thanks so much for clarifying this, @Blake Underwood  Have a great weekend!

[Christophe Promé]

Thanks for sharing @Blake Underwood

Has the AI sentiment analysis beta begun? How do we sign up?

[Nicole Pitaro]

hey @Christophe Promé – sentiment analysis is now available! It's a part of the feature lab, which you can learn more about here. You can access the feature by navigating to Project settings → Features and turning on/off the Customer Sentiment Analysis toggle.

[Nicolas Esteves]

Hi there,

Thanks for the features! Any idea where I can find the documentation for AI Sentiment Analysis?

I guess it's not available yet since it's still a beta, but I just want to make sure.

[Christophe Promé]

Great, thanks @Nicole Pitaro !

Can we get the customer sentiment of an issue with the Jira REST API?
I don't see any value when calling the get issue endpoint (i.e: /rest/api/latest/issue/KEY-123)

[Maor Levinas]

Hi @Nicole Pitaro , @Blake Underwood 

Thanks for the AI Sentiment Analysis.

Can this field be used in automations, for example to notify people?

Thanks,
Maor

[Nicole Pitaro]

@Nicolas Esteves – Since it's still in beta we don't yet have any public documentation, but we will when it becomes generally available!

@Christophe Promé & @Maor Levinas – This functionality is not available yet in the beta version of customer sentiment analysis, but we are in the middle of making it a Jira field, which means it will be supported by APIs, can be used in automation, used in JQL etc. On top of that we are also continuing to work on other improvements including improved accuracy.