Product Spotlight: Using AI in Jira Service Management

[Emily Dang]

Hi Community,

Welcome to the second Product Spotlight for JSM June where we’ll be focusing on all things AI! We have a few of our Atlassian product experts sharing their top tips and tricks for optimizing their Jira Service Management experience with AI in this post.

Share your best AI advice

We want to hear from you too! Leave a comment (or share a Loom) with your top piece of advice for using AI in Jira Service Management. All submissions will earn the JSM June AI badge!

Let’s meet the team

• Name: Erica-Lee Bauer
• Role: Content Designer, Jira Service Management
• Where you’re from: Canadian-born, Australian-raised
• One song or word to describe your team: Legends
• Favorite superhero: Batman

• Name: Anushka Mudholkar

• Role: Senior Software Engineer

• Where you’re from: Sydney, Australia   

• One song or word to describe your team: Eye of the Tiger - Survivor

• Favorite superhero: The person who discovered coffee (many say Kaldi, an Ethiopian goat herder)

• Name: @Jehan Gonsalkorale 

• Role: Senior Product Manager, Jira Service Management

• Where you’re from: Sydney

• One song or word to describe your team: Jira Nerds

• Favorite superhero: Batman

• Name: Juhi Duseja

• Role: Product Manager, Jira Service Management

• Where you’re from: India

• One song or word to describe your team: Heroes of Mighty Magic - Twilight Force

• Favorite superhero: My mom 🫶 (Aren't all mothers all no less than any superhero?)

Here are a couple additional JSM AI resources that I highly recommend checking out:

• Artificial intelligence getting started guide
• Unleashing AI-powered ITSM for support and operations teams - Team'24 Session

[Vladislav]

Name: @Vladislav 

Role: Atlassian Consultant / Architect

Home: Brno, Czech Republic

One song or word to describe your team: No mercy! :D

Favourite superhero: Deadpool ;) 

The best advice will probably be, Use AI don't be afraid! From my point of view, the best functionality is Summarize, because you no longer have to read through miles of comments.

[Pallavi Shirodkar]

Name: @Pallavi Shirodkar 

Role: Jira Admin

Home: Pune, India

One song or word to describe your team: Shooters

Favourite superhero: Batman

The best part to use AI in Jira Service Management is that it automates support interactions to free up agent time and help teams deliver exceptional service at scale. 

[Rebekka Heilmann _viadee_]

My best advice for anyone mentioning AI in any context: don't just throw it on there. If there's features available like Summaries and that - great.

But if you have individual use cases you want to solve, do the work before talking to the vendors. You'll likely not have the data and/or ressources yet anyway, but any AI vendor will lick their lips once they got you hooked on their "awesome solution that will be in production within two weeks" ;) 

[Summer Hogan]

Name: @Summer_Hogan

Role: SAFe Product Owner

Home: Gilbert, AZ, USA

Favorite Superhero: Ms. Marvel

One song or word to describe your team: We are the Champions

My advice is not just for JSM, but for any tool Atlassian or otherwise. Use AI in the situations where you see it is appropriate to use. AI is very impressive and I believe it is going to one day help all of us in one way or another. I watched the Apple event from WWDC the other night and was super impressed with Apple Intelligence. 

[Susan Waldrip]

Name: @Susan Waldrip 

Role: JSM Admin, Programmer/Analyst

Home: New Mexico, US

One song or word to describe your team: Collaborative

Favorite superhero: Wonder Woman (Gen1 and Gen2!)

Best AI Advice: Be transparent -- if you generate something using AI that you use in public or for your company, say so. If the AI includes citations, keep them intact. Also keep in mind that AI suggestions are just that -- suggestions. AI results for your query or question may be based on legitimate content and facts, or may be based on incorrect or made-up content, or worse. We still have to use our brains! (I know, bummer)

[Jean-Marc Du]

My best advice with AI is, never be afraid to ask AI. It's there and available for you to use. If you like its answer, keep it. If you like a part, keep that part only. If you don't like it, ask again but differently.

You will always gain a piece of information by asking AI.

[Tyler Krzanowski]

My advice would be to not trust AI all the time, take the answers with a grain of salt. 

Yes, AI is getting smarter and smarter everyday but it can still be wrong and steer you in the wrong direction.  If I am working on something important and using AI, I double check the answer AI gives me with other source to ensure the accuracy.  

[Valerie Knapp]

Hi @Tyler Krzanowski , this is more or less what I came here to say. I think AI can be a powerful tool but it is important to consider it as a resource but not a single source of truth. You can use AI to deepen your knowledge but alongside other traditional sources like books or articles to maintain a balance and to maintain accuracy.

[Shawn Doyle - ReleaseTEAM]

AI advice: Trust but Verify.

[Amanda Barber]

I'll echo a few other responses - don't be afraid to use AI! As they say in the Magic School Bus, take chances, make mistakes, get messy...and then make sure you're fact-checking and watching out for hallucinations! 🙃

[Vronik]

• Nombre: @Vronik 

• Rol : Project Manager

• De dónde eres : Zaragoza, Spain ❤️💛❤️

• Una canción o palabra para describir a tu equipo :  I ve Got The power

• Superhéroe favorito : Wonder Woman

I find AI fantastic, in my daily life, it helps me a lot, it makes my work much easier and sometimes it gives me that little help that I need to awaken my creativity, I just hope to see the Atlassian ROVO AI to see how it can help me improve my job

[Andy Gladstone]

I think this goes without saying, but AI is a tool, not a strategy. My advice for anyone placing AI in front of Customer Service and Support Teams is to keep an eye on CSAT. Is your use of AI increasing or decreasing CSAT? If it's the latter, you need to rethink your usage. AI  should be supplemental to the experience that internal and external customers are touching, tasting and feeling - and if it isn't supplementing in a positive manner, quickly exit or tweak.

[Stephen_Lugton]

As others have said, try AI out and see how it meets your needs, but be cautious with answers that you get as the answers you get may change as AI learns more; indeed if you ask the same question of an AI like ChatGPT several times it has been known to give different answers each time.

[Brant Schroeder]

Use AI as you would any other tool to help improve your processes.  If you have good processes it should enhance and improve them by creating efficiencies for your team.  We use AI in multiple products to improve what we are already doing well.  

[Jake Good]

Similar sentiment to a lot of the other commenters, use AI as a tool on top of what you already do and not to replace it entirely. The AI continues to get better and better but where it shines right now is to give inspiration and ideas and improve on things that you have already created. Atlassian Intelligence to  improve you customer comments or change the tone is great.

[Mario GELES]

Really nice tips and tricks. Four different approaches. I like the use of AI with alerts, very helpful. I can't wait AI to be integrate in JSM customer portal

[Danny]

Name: Danny Harris

Role: Atlassian Consultant / Software Delivery Lead

Home: Newcastle-upon-Tyne, England

One song or word to describe your team: Ready

Favourite superhero: Batman

AI is a tool to help improve your processes, not replace them. Treat it like a very fast, but out-of-context intern. It is fast, though it lack diligence and context at the best of times in it's delivery. 

[Gerson Prieto]

Name: Gerson Prieto 

Role: JSM Admin & Team Lead

Home: Barcelona, Spain

Favorite Superhero: Silver Surfer

One song or word to describe your team: https://www.youtube.com/watch?v=Jv4O_XeHPyA 

By now just finding awesome ways to simplify filter or JQL creations or also using CHATGPT or gemini to fins solutions for common challenges and finding easy answers in a more human way than the clasical query's to google :)

[vikram]

Name: @P Vikram Kumar 

Role: DevSecOps for Atlassian Tools 

Home: Hyderabad, India

One song or word to describe your team: Dangerous

Favourite superhero: Hanuman

AI makes life easy with automated results, support and new ways of doing things. which can be leveraged.

[Fabio Racobaldo _Herzum_]

Name: Fabio Racobaldo

Role: Atlassian Expert 

Home: Polistena, Italy

One song or word to describe your team: Don’t Stop Believin’ (Journey)

Favourite superhero: Spiderman

AI can improve your processes and make application easy to use for the end users simplifying cultural differences and increasing collaboration between the various actors.

[Nicole Pitaro]

Hi all 👋 I'm Nicole Pitaro, a product marketer for Jira Service Management. One of my favorite tips is to use the virtual agent and AI issue summaries together for maximum efficiency.

For requests that match to more complex virtual agent intent flows, there can be a ton of back and forth that happens between the help-seeker and the virtual agent. This is great because it means the virtual agent attempted to troubleshoot the issue and, in the process, gathered critical info that will help a human agent resolve the issue faster in the event a ticket is opened! But...it also can make for a pretty lengthy comment history on that ticket  that the agent then needs to read through to get caught up. 

In those instances, the "Summarize" button above the comment editor (highlighted below in green) can help save you time by providing a quick summary of the ticket description and all those comments so you can get up to speed quickly and take action.

[Stéphane Veraart]

You can use AI to create How-to articles in your Knowledge Base system, to create automation rules and for creating summaries in your Jira Service Management tickets. Or even as a virtual agent now.

AI in itself is getting more mature but we will still need to learn how to trust and rely on it in the future. Yet, on the other hand Google is now our go-to source of truth and this also doesn't always lead to the factual truth. Things will evolve and we'll get used to it, as long as we keep using our own brain in what we see on our screens.

[Ciara TN]

Name: @Ciara TN 

Role: Atlassian Consultant

Home: Sweden

One song or word to describe your team: Per Aspera ad Astra

Favourite superhero: Deadpool

My view is to try to solve one thing at a time with AI. Implementing everything at the same time will lead to a lot of confusion and time wasted. 

[Rick Westbrock]

AI is quite helpful in tweaking a knowledge base article to use a different tone or streamline the content to make it shorter. 

[Nicole Richey]

Communicate clearly and be part of the improvements in training AI.

[Ren Tessier]

My best advice in regards to AI in Jira Service Management would be leveraging Snyk with AI in a SIEM environment to securely monitor for cyber-threats.