Recap: The newest AI features in Jira Service Management
Hello Atlassian Community! 👋
The Jira Service Management team has been hard at work baking even more AI-powered Atlassian Intelligence capabilities into your most critical support and operations workflows.
Whether you’re an agent facing a never-ending ticket backlog, an admin looking to deliver better self-service support, or an on-call engineer trying to find the needle in a haystack of alerts, the latest AI features in Jira Service Management are here to help. Read on for a recap of our newest AI-powered enhancements!
Accelerate ticket triage to take fast action on high priority tickets
AI customer sentiment analysis (beta)
The customer sentiment analysis feature leverages AI to analyze and interpret the emotional tone of customer comments. Using ticket context like the title, description, and comments, Atlassian Intelligence assesses the customer sentiment – whether it's positive, neutral, or negative – and displays it directly on the issue view, updating in real time as new comments come in. Agents can immediately get insight into the customer’s level of frustration so they can appropriately prioritize their queue and ensure an empathetic, timely response.
Learn more about AI customer sentiment analysis.
AI issue triage (beta)
The new AI issue triage feature in Jira Service Management allows agents to quickly clean up their queue by taking bulk action to intelligently assign issues to the correct request type. By using AI to streamline this part of the triaging process, support teams can significantly reduce the time spent on manual sorting, allowing them to focus on resolving high-priority issues more efficiently.
Deliver omni-channel AI-powered support with expanded virtual agent surfaces
The Jira Service Management virtual agent is now available on your customer portal! The same powerful AI service experience we built for Slack can now be used to automate support interactions directly from the Jira Service Management portal, helping teams deflect requests and save agents even more time.
There are a couple of different ways you can configure and customize the virtual agent to deliver the best possible service to customers in your portal or Slack:
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Intent flows – Intents represent specific problems, questions, or requests that your virtual agent can help resolve, for example “VPN issues.” Each intent has its own set of training phrases that help the virtual agent recognize it in a help-seeker conversation, as well as a defined conversational flow that dictates how the virtual agent handles those requests, including taking actions like resetting passwords. Admins can create these from scratch or use templates to get started.
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AI answers – Tap into the power of your existing knowledge base and begin deflecting requests within minutes. With Atlassian Intelligence answers, or AI answers, the virtual agent searches across your linked knowledge base for the answer to a help-seeker query and instantly generates a response to your customer, along with links to relevant articles.
Learn more about the virtual agent on customer portal.
Streamline incident detection and prevention
Accelerating incident detection with AI-powered alert grouping
Separating the signal from the noise is crucial for prioritizing the most significant issues, but it typically requires a manual effort by on-call engineers. New AI alert grouping utilizes the power of Atlassian Intelligence to identify patterns amongst incoming alerts to correlate and group them based on similarities, so responders can focus on the highest-priority alerts and proactively detect incidents.
Preventing future incidents with intelligent PIRs
Never miss out on crucial incident learnings and insights again. Post-incident reviews, or PIRs, are a core part of the incident management process, helping incident responders and managers learn from recent incidents and pass along insights to prevent similar problems in the future. However, these can be time-consuming and tedious to compile and are often deprioritized, causing organizations to miss out on crucial learnings.
AI PIR creation powered by Atlassian Intelligence accelerates this task by providing an AI-generated summary of an incident that can be used to easily populate PIR details so ops teams can save time without losing critical insights.
Learn more about AI alert grouping and PIR creation.
Learn more about our AI offerings
Check out our AI product guide to learn more about using some of the AI features in Jira Service Management.
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Nicole Pitaro
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Product Marketing for Jira Service Management AI
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