Jira Service Management & AI

Summary

This video highlights how Jira Service Management leverages machine learning and AI, integrated with Atlassian products, to enhance digital transformation. Key features include personalized searches, smart recommendations, and efficient issue resolution through data-driven algorithms. Atlassian Intelligence offers AI-powered tools like virtual agents and intelligent answers to automate tasks and improve productivity. The integration with Slack allows seamless ticket management and real-time updates. Atlassian Analytics aids data-driven decisions with customizable dashboards. Overall, these AI capabilities streamline collaboration, boost efficiency, and enhance customer satisfaction.

Takeaways

• 🤖 Jira Service Management uses AI and machine learning to enhance digital transformation in organizations.
• 🔍 Natural language processing and machine learning are utilized to improve user experiences in Atlassian products, such as personalized searches and team recommendations.
• 📚 The self-service portal in Jira Service Management employs smart machine learning to surface relevant knowledge articles and assist users in finding solutions based on search descriptions.
• 🔗 Jira Service Management smarts identify related request types and service desks from the request catalog, streamlining the process for users.
• 📋 When users create requests, Jira Service Management smarts provide access to related knowledge articles based on the ticket summary, aiding in issue resolution.
• 🤝 Smarts help agents resolve issues quickly by grouping similar tickets for efficient assignment and resolution, leveraging machine learning to analyze data for similarities.
• 📈 Atlassian Intelligence integrates AI capabilities across cloud products, assisting teams in accelerating productivity and unlocking insights with state-of-the-art models.
• 🗣️ The Jira Service Management virtual agent uses Atlassian Intelligent Answers to automatically generate responses to requests using information from knowledge bases, preventing unnecessary ticket openings.
• 📱 Jira Service Management Smart Replies provide suggested replies to comments on tickets from the mobile app, reducing response times and improving customer service.
• 📊 Atlassian Analytics, combined with Atlassian Intelligence, helps teams make data-driven decisions by creating interactive and customizable dashboards, interpreting natural language questions into actionable insights.

Q & A

What is the main focus of the video?

The main focus of the video is to show how Jira Service Management is using machine learning and artificial intelligence to help organizations drive their digital transformation.

How does Atlassian use natural language processing and machine learning in their products?

Atlassian uses natural language processing and machine learning to enhance core user experiences in their products by providing personalized searches, recommending people and teams for collaborations, and leveraging AI across their cloud tools to accelerate productivity and expand teams with virtual teammates.

What is the purpose of the Jira Service Management self-service portal?

The Jira Service Management self-service portal uses smart machine learning to help users find solutions to their requests by surfacing relevant knowledge articles and identifying related request types and service desks from the request catalog.

How does Jira Service Management smart assist users when creating a request?

When users create a request through the service portal, Jira Service Management smart provides access to related knowledge articles based on the ticket summary, helping users to troubleshoot and solve their issues or create requests for assistance from service desks.

How does Jira Service Management smart help agents resolve issues quickly?

Jira Service Management smart helps agents resolve issues quickly by grouping similar tickets for efficient assignment and resolution. It uses machine learning techniques to analyze data in the category summary and description fields for similarities and displays the top five results.

What functionalities does Jira Service Management smart provide to improve information findability?

Jira Service Management smart accelerates information findability by surfacing related knowledge articles based on the agent's past work, personalizing the search experience, and offering global search and filtering functionalities across Jira projects.

What is Atlassian Intelligence and how does it benefit teams?

Atlassian Intelligence is a collection of AI-powered capabilities embedded into Atlassian's cloud products that help companies and teams accelerate productivity, drive action, and unlock insights. It includes features like the virtual agent, intelligent answers, and analytics to improve team collaboration and issue resolution.

How does the Jira Service Management virtual agent assist users in Slack?

The Jira Service Management virtual agent uses the Atlassian Intelligent Answers feature to automatically generate responses to requests using information in knowledge bases. It scans relevant knowledge bases, generates responses, provides links to related articles, and if the issue isn't resolved, creates a request and tracks the issue resolution through the Slack channel.

What are 'intents' in the context of the Jira Service Management virtual agent?

Intents are flows that represent specific problems, questions, or requests that the virtual agent can help users with. Each intent is a conversation flow designed to quickly get users the information they need. If the virtual agent matches a question to a defined intent, it proceeds with steps to gather information and resolve the issue.

How can Atlassian Intelligence assist in summarizing issues and enhancing team collaboration?

Atlassian Intelligence can instantly summarize the details of an issue, change tone, improve writing, and make technical information easier to understand. It assists agents in finding information through global search and filtering capabilities and provides context for company jargon and project acronyms to help users get up to speed quickly.