Service management integration with AI

Murat Oz April 30, 2024

Dear all,

We want to use AI in our daily works, from jira tickets creating a knowledge database so that when a new ticket is created, AI can work from previous tickets and recommend solutions to our agents.

We want to use it for our support team but dont want it to be active on customer portal.

any suggestion?

1 answer

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Nikola Perisic
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April 30, 2024

Hello @Murat Oz 

This would include the automation rule that needs to trigger an action for the AI to actually work on the previous tickets to recommend solutions. Sadly, such integration for now is not possible.

For automation though, AI is available to build a rule for you. Now this isn't something that is matching your use case, I know. 

As a workaround, you can set up the jira service management virtual agent. It works through Slack and the one thing that needs to be done from your side is to train the virtual agent to give the answers based on the prompt that user gives it. For example: Create a ticket in Jira. Here, you can train your agent to ask the user what issue type is this, what is the summary, the description and so much more. 

You can find information about the feature here: https://www.atlassian.com/software/jira/service-management/features/itsm/virtual-agent

A step-by-step guide on how to set up the virtual agent can be found here: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview

To actually train the model (like any other AI), you can use the following link as the guide: https://support.atlassian.com/jira-service-management-cloud/docs/train-your-virtual-agent-to-recognize-an-intent/

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