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GenAI for Jira Service Management/Confluence knowledgebasea

Niklas Sinander March 11, 2024

Hi,

We are using Jira ServiceDesk since many years (now Jira Service Management), manually supported by a knowledge base in Confluence where our ServiceDesk personnel and end users manually search the knowledge base articles for answers.

If I understand correctly you are bringing Atlassian Intelligence functionality to generate answers based on one or many Confluence knowledge bases to Slack and later MS Teams.

However, I cannot find any onformation whether this is already available within Jira Servce Management, or if it is planned.

I would be greateful for an answer to this?

2 answers

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Niklas Sinander March 11, 2024

Hi @Perisic Nikola 

I found it here: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview

At Step 2 -> 2. Atlassian Intelligence answers, it mentions "Uses generative artificial intelligence to search across your linked knowledge base spaces and answer your customer questions"

I would expect Atlassian to provide this type of functionality Out-Of-The-Box for Jira Servie Management before they provide it to other integrated products. Maybe it is already there but I cannot find any clear information about it.

Perisic Nikola
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March 11, 2024

Thanks for that. Yeah, currently, Atlassian did not mention anything about this yet. And yes, they roll it out on the JSM first, before they become available for the rest of the products.

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Perisic Nikola
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March 11, 2024

Hi @Niklas Sinander 

If you don't mind me asking, where did you get this information? Was it from a webinar? Right now, the JSM AI works based on the workflow that you define for the answers.

Also, I don't see anything within the cloud roadmap.

I am using the Await AI that does the thing that you have mentioned. You can insert the knowledge bases and create a unique chatbot.

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