Atlassian has launched a number of new AI-powered IT Service Management (ITSM) capabilities for its Jira Service Management platform, designed to help deliver improved levels of employee and customer support.
In addition to the new platform offerings, Atlassian also announced its second acquisition of the month, the maker of IT <a href="https://news.ad-astra.icu/ai-powered-itsm-capabilities-added-to-jira-service-management.html” title=”AI-powered ITSM capabilities added to Jira Service Management”>data quality management technology, AirTrack.
Lots of IT leaders say that there’s way too much bloat in the products that they’re buying, said Edwin Wong, head of product for IT solutions at Atlassian, noting that according to Gartner, eight out of 10 companies have said they’re overbuying when it comes to ITSM platforms and have ended up paying for features that they rarely, if ever, use.
“Were big about cutting bloat and helping teams take service management to all the different departments across their company, from HR to design and legal,” Wong said. “We’re pretty excited to really help lots of companies actually get better at improving visibility and make the experience more seamless for all employees.”
Atlassian’s new AI-powered virtual agent integrates with Jira Service Management to support teams within the collaboration tools they’re already using and, during the setup process, teams can use the tool’s no-code configuration capabilities to program the virtual agent to match the way they deliver services.
The built-in AI engine analyzes and understands intent, sentiment, context, and profile information to personalize interactions, while the technology learns from interactions by leveraging a Natural Language Processing (NLP) engine.
The virtual agent also uses generative AI to generate sources from within the user’s organization, pulling knowledge from internal articles, onboarding guides and FAQs.
If the virtual agent doesn’t have a high degree of confidence in understanding the intent or it’s not sure if the answer its giving is accurate or not, Wong said it will always pass it back to a human who can provide the correct answer.
AI-powered cross-organizational support
In addition to the virtual agent, Atlassian is also rolling out a number of other capabilities that are powered by the company’s homegrown AI offering, Atlassian Intelligence — a technology that Wong said the company has been “investing heavily” in.
Atlassian Intelligence uses generative AI technology from OpenAI to create, summarize and extract information from content. These capabilities include providing agents with summaries of conversations and internal documents, generating and improving responses between agents and customers, and adjusting the tone of messages to make them more professional or empathetic.
Other AI-powered capabilities that will be available in Jira Service Management include the ability to surface past incidents to provide relevant context and potential resolutions; assign or recommend the right agent for requests; automatically categorize and prioritize incidents;…
2023-11-03 10:41:02
Article from www.computerworld.com