Jira Service Management & AI

Atlassian

21 Feb 202410:53

Summary

TLDRThis 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.

Outlines

00:00

🤖 AI-Powered Jira Service Management

This paragraph introduces how Jira Service Management utilizes machine learning and artificial intelligence to facilitate digital transformation. Atlassian has integrated AI across its cloud tools to boost individual productivity and enhance team collaboration with virtual teammates. The self-service portal is highlighted for its smart machine learning capabilities, which help users find solutions to their requests by surfacing relevant knowledge articles and identifying related request types. The paragraph also discusses how AI assists agents in resolving issues quickly by grouping similar tickets and analyzing data for efficient assignment and resolution. Additionally, the smarts feature personalizes the search experience for agents and provides global search and filtering functionality across Jira projects.

05:00

🔍 Atlassian Intelligence and Virtual Agent

This paragraph delves into the features of Atlassian Intelligence, which includes AI-powered capabilities designed to accelerate productivity, drive action, and unlock insights. The Jira Service Management virtual agent is highlighted, showcasing its ability to automatically generate responses to requests using information from knowledge bases, preventing the need to open a ticket. The paragraph explains how the virtual agent works with Slack, allowing users to ask questions and receive immediate feedback based on information from multiple knowledge bases. It also discusses how the virtual agent can resolve issues and gather user satisfaction ratings, while agents can update tickets directly through Slack. The paragraph further explores how Atlassian Intelligence can summarize issues, improve writing, and provide global search and filtering capabilities, enhancing team collaboration and issue resolution efficiencies.

10:02

📊 Atlassian Analytics and Intents for Virtual Agent

This paragraph focuses on Atlassian Analytics and its role in data visualization, helping teams make data-driven decisions by creating interactive and customizable dashboards. It also discusses how Atlassian Intelligence can assist Jira Service Management administrators by suggesting request types based on the context and requirements of their organization. The paragraph explains the concept of intents in the virtual agent, which are conversation flows designed to quickly resolve user issues. When a user's question matches an intent, the virtual agent proceeds with steps to gather information and resolve the issue, potentially creating a ticket if the issue cannot be resolved. The paragraph concludes by emphasizing how Atlassian Intelligence facilitates collaboration, improves issue resolution efficiency, and enhances customer satisfaction while ensuring responsible technology use.

Mindmap

Keywords

💡Digital Transformation

Digital transformation refers to the integration of digital technology into all areas of a business, fundamentally changing how a company operates and delivers value to its customers. In the context of the video, Jira Service Management uses AI and machine learning to drive digital transformation by enhancing user experiences and automating tasks, thereby improving productivity and efficiency.

💡Natural Language Processing (NLP)

Natural Language Processing is a branch of AI that focuses on the interaction between computers and humans through natural language. In the video, Atlassian uses NLP to enhance core user experiences by providing personalized searches and recommendations, which is crucial for understanding user queries and delivering relevant responses.

💡Machine Learning

Machine learning is a subset of AI that involves algorithms that learn from data to improve their accuracy over time. The video discusses how Jira Service Management uses machine learning to recognize patterns in data and learn from past experiences, which helps in automating tasks and providing intelligent solutions to users.

💡Smarts

In the video, 'Smarts' refers to the intelligent features integrated into Jira Service Management. These features use data-driven algorithms to assist users in finding solutions to their requests, identifying related request types, and providing access to relevant knowledge articles, thereby enhancing the self-service portal's effectiveness.

💡Self-Service Portal

A self-service portal is a web-based platform that allows users to access information and services without the need for human intervention. The video highlights how Jira Service Management's self-service portal uses smart machine learning to help users find solutions based on their search descriptions, improving the user experience and reducing the need for direct support.

💡Virtual Teammates

Virtual teammates, as mentioned in the video, are AI-powered assistants that work alongside human teams to accomplish tasks. They are integrated into Atlassian's product suite to recognize patterns in data and assist in task completion, thus expanding team capabilities and accelerating productivity.

💡Knowledge Bases

Knowledge bases are repositories of information that can be accessed to find answers to common questions or issues. In the context of the video, Atlassian's intelligent answers feature uses knowledge bases to automatically generate responses to user requests, providing immediate feedback and reducing the need for opening tickets.

💡Intents

Intents in the video refer to the specific problems, questions, or requests that the Jira Service Management virtual agent can help users with. Each intent is a conversation flow designed to quickly provide users with what they need, matching user questions to defined intents and proceeding with steps to resolve issues.

💡Atlassian Intelligence

Atlassian Intelligence is a collection of AI-powered capabilities embedded into Atlassian's cloud products. It helps teams accelerate productivity, drive action, and unlock insights. The video explains how this intelligence assists in summarizing issue details, improving writing, and providing global search and filtering capabilities across projects.

💡Data Visualization

Data visualization involves the graphical representation of information and data. In the video, Atlassian Analytics is highlighted as a powerful platform for data visualization, enabling teams to make data-driven decisions by building interactive and customizable dashboards. This tool helps in interpreting natural language questions and translating them into actionable insights.

💡Collaboration

Collaboration is the process of working together to achieve a common goal. The video emphasizes how Atlassian's tools, powered by AI, facilitate collaboration by providing shared context, assisting with idea generation, and improving issue resolution efficiencies. This is crucial for enhancing team performance and customer satisfaction.

Highlights

Atlassian has been using natural language processing and machine learning to enhance core user experiences in their products.

The introduction of Atlassian Intelligence leverages AI across all of their cloud tools to accelerate individual productivity and expand teams with virtual teammates.

Jira Service Management uses data-driven algorithms and machine learning techniques to help teams accomplish tasks by recognizing patterns in data and learning from past experiences.

Jira Service Management's self-service portal uses smart machine learning to help users find solutions to their requests based on the search description.

Jira Service Management surfaces relevant and frequently used knowledge articles to assist users in troubleshooting and solving issues.

The system identifies related request types and service desks from the request catalog to provide users with additional resources.

Jira Service Management smartly groups similar tickets for efficient assignment and resolution, enhancing agent productivity.

Machine learning functionality analyzes data in category summary and description fields for similarities, displaying the top five results.

Smart features recommend results in various fields, including ticket assignment, triage, at mentions, labels, and components.

Global search and filtering functionality helps agents locate information and teammates quickly, based on past searches and relevant issues.

Smart replies provide users with suggested replies to comments on tickets from the Jira Service Management mobile app, reducing response times.

Atlassian Intelligence is a collection of AI-powered capabilities embedded into their cloud products to enhance productivity, drive action, and unlock insights.

The Jira Service Management virtual agent includes the Atlassian Intelligent Answers feature, which generates responses to requests using information from knowledge bases.

The virtual agent in Slack can answer questions and provide immediate feedback based on information from multiple knowledge bases, preventing unnecessary ticket creation.

Atlassian Intelligence assists agents in finding information by providing global search and filtering capabilities based on past searches and relevant records.