In accordance with a Nov. 2 ComputerWeekly report, Atlassian has launched product updates to its Jira Service Administration software program. One of many key options is a digital agent functionality, designed to assist groups automate help interactions and supply conversational help by way of fashionable collaboration instruments. That is coupled with a myriad of AI-powered options to reinforce and personalize the help expertise.

Underlining their newest improvements, Atlassian envisions a “unified assist expertise”, the place AI performs a pivotal function in streamlining and simplifying the method for everybody in search of help. The main target is on making it simpler for anybody to each supply and obtain assist, whatever the assist system in place.

The digital assistant is on the market now for the premium and enterprise editions of Jira Service Administration

Leveraging an AI engine, it’s designed to discern intent, sentiment, context, and even profile info. This ensures a personalised and contextually related interplay each time. The know-how grows smarter with every interplay, because of a pure language processing engine.

For groups anxious about intricate setup procedures, Atlassian has made the method simple. Assist groups can tailor the digital agent expertise to match their distinctive service supply strategies with out the necessity for any programming.

One other new function of the digital agent is its generative AI functionality. This permits it to supply solutions dynamically, drawing from enterprise sources like information base articles, onboarding guides, and ceaselessly requested questions (FAQs). Moreover, in cases the place human experience is required, the agent can fluidly transition the dialog to human brokers with out shedding any context.

Edwin Wong — head of IT Options at Atlassian — commented on the present state of the service administration market, “IT leaders have been paying an excessive amount of for bloated legacy service administration options. Whereas seeking to reduce bloat, they’re additionally consolidating service desks used throughout their group. Lastly, rising applied sciences like AI-powered digital brokers are about to vary the sport by drastically slicing the variety of tickets groups need to manually resolve.”

The AI enhancements in Jira Service Administration usually are not restricted to digital brokers. Atlassian Intelligence goals to dump a lot of the handbook duties and cognitive load from help brokers. It should present brokers with concise summaries of conversations, information base articles, and determination solutions from different brokers who beforehand addressed comparable points. Lastly, it would allow brokers to fine-tune their responses, modulate their tone for professionalism or empathy, and even condense prolonged articles to present exact directions.

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Radek Zielinski

Radek Zielinski is an skilled know-how and monetary journalist with a ardour for cybersecurity and futurology.