Jira Service Management & AI
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
🤖 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.
🔍 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.
📊 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
💡Natural Language Processing (NLP)
💡Machine Learning
💡Smarts
💡Self-Service Portal
💡Virtual Teammates
💡Knowledge Bases
💡Intents
💡Atlassian Intelligence
💡Data Visualization
💡Collaboration
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.
Transcripts
[Music]
hello everyone we are excited to show
you how juros service management is
using machine learning and artificial
intelligence to help organizations Drive
their digital transformation atlassian
has been using natural language
processing and machine learning to
enhance core user experiences in our
products for years from providing
personalized searches to recommending
people and teams to include in
collaborations with the introduction of
Blasian intelligence we now leverage AI
across all of our Cloud tools to
accelerate individual productivity and
expand teams with virtual
teammates Adian has integrated smarts
into their product Suite by using
datadriven algorithms and machine
learning techniques to help teams
accomplish their tasks by recognizing
patterns in data and learning from past
experiences let's take a look at the
jira service management self-service
portal and see how smart machine
learning helps users find solutions to
their
requests based on the search description
J service management smarts
intelligently surfaces relevant and
frequently used knowledge articles to
assist
users additionally juros service
management smarts identifies related
request types and service desks from the
request catalog Jos service management
smart provides users with the option to
read through related knowledge articles
to troubleshoot and solve their issues
or create requests for assistance from
service
desks when users create a request
through the service portal Duro service
management smarts again provides access
related knowledge articles based on the
ticket
summary jurus service management smarts
also helps agents to resolve issues
quickly by grouping similar tickets for
efficient assignment and resolution for
similar incidents smarts provides
additional machine learning
functionality that analyzes data in the
category summary and description fields
for similarities and displays the top
five results smarts uses datadriven
algorithms and machine learning
techniques to recommend results in
various Fields including ticket
assignment triage at mentions labels and
components smarts accelerates
information findability by surfacing
related knowledge articles based on the
agent's past work to personalize the
search experience and improve search
success smarts provides teams with
global search and filtering
functionality across J projects based on
past searches and relevant issues Pages
boards and plans this capability helps
agents locate the information and
teammates they need to solve issues
quickly smarts is also mobile with J
service
management smart replies provides users
with suggested replies to comments on
tickets from the Jos service management
mobile app reducing the time it takes to
respond to customers and resolve
issues now that we have seen how smarts
can accelerate team collaboration and
help automate repetitive tasks let's
take a look at atlassian intelligence
atlassian intelligence is a collection
of AI powered capabilities embedded into
the fabric of our Cloud products that
helps companies and teams accelerate
productivity Drive action and unlock
insights with atlassian intelligence
teams gain the assistance and generative
powers of AI built on state-of-the-art
models and leveraging insights from over
20 years of teamwork experience from
atlassian
ecosystem the jir service management
virtual agent includes the atlassian
intelligent answers feature which allows
the virtual agent to automatically
generate a response to request using
information in your knowledge bases when
users ask the virtual agent a question
in slack atlasi and intelligent answers
searches across your linked
knowledge-based articles to quickly
craft a response and prevent a ticket
from being opened let's take a look at
how it
works with J service management virtual
agent and atlassian intelligence answers
your users can ask questions and receive
immediate feedback based on information
from multiple Confluence or J service
management knowledge bases in including
it facilities Human Resources legal and
more Adian intelligence answers scans
relevant knowledge bases generates a
response provides a link to related
knowledge articles and asks if the
user's issue is resolved all within
seconds if the issue isn't resolved then
the virtual agent creates a request and
the user can track the issue resolution
through the slack Channel additionally
agents are notified of pending tickets
and ticket assignments via
slack agents can access and update
issues like assigning an agent updating
components and providing other important
information in the same slack Channel
where they do their work when agents
make ticket updates in slack the changes
are trapped in the jir service
management ticket and displayed in the
slack Channel with Jer service
management virtual agent and atlassian
intelligent answers help Seekers can now
get immediate answers to frequent
questions in the tool they use every day
without interrupting support
teams atasan intelligence answers is a
terrific way to get started with J
service management virtual agent because
you can resolve questions by leveraging
your existing knowledge bases for more
complex troubleshooting or automated
actions Jus service management virtual
agent provides
intents intents are flows that represent
a specific problem question or request
that your virtual agent can help your
users with each intent is a conversation
flow that you design to get your users
what they need quickly when a user asks
a question in slack the J service
management virtual agent attempts to
match the question to a defined intent
when an intent is matched the virtual
agent proceeds with a series of steps to
gather information and resolve the
user's
issue if the virtual agent is able to
resolve the issue the user can provide a
satisfaction rating and feedback again
with no agent required to work on this
repetitive
task if the virtual agent is not able to
resolve the issue a ticket is created
and the user can view the issue details
and resolution progress via
slack additionally agents are notified
of the new issu in slack so a member of
your team can take the ticket assignment
include components update the ticket
status to keep the user informed and
start the issue
resolution as the issue is being
resolved you can update the ticket and
slack and the conversation is
synchronized with the jur service
management
ticket and as your teams use jur service
management virtual agent you can gain
insights into what help Seekers are
asking about you can see the usage of
each intent their resolution rate
without an agent and the customer
satisfaction rating this information
gives you the opportunity to refine and
optimize the intent flows the intent
performance data provides a learning
Loop to improve the virtual agent over
time organizations can use atlassian
intelligence summaries to enhance team
collaboration accelerate individual
productivity and improve issue
resolution efficiencies by summarizing
the details of an issue
instantly in addition to summarizing
issue activities atlassian intelligence
can change tone improve writing and make
technical information easier for other
teams to
understand atlassian intelligence also
assists agents to find the information
they need in their organization's data
stores by providing Global search and
filtering capabilities based on past
searches and relevant records and Pages
across all their
projects atasan intelligence can offer
context for company jargon project
acronyms and other text to help users
quickly get up to speed it provides
shared context with an OnDemand
dictionary specific to your company your
teams and their work you can highlight a
term and ask atlassian intelligence to
explain it with the definition source of
information internal subject matter
experts and how it connects to related
work based on the teamwork
graph atlassian intelligence can assist
users by sparking creativity and
generating ideas for tasks such as
creating knowledge articles conducting
post incident reviews and crafting user
stories it does this through
personalized prompts designed to
facilitate idea generation and content
creation Adian analytics is a powerful
data visualization platform that
provides customers simple and flexible
ways to analyze data across atlassian
products and other data sources
atlassian analytics helps teams make
datadriven decisions by bringing data
together to build interactive and
customizable dashboards with ease with
atlassian intelligence atlassian
analytics can interpret users natural
language questions and translate them
into jQuery language to create
actionable insights to improve business
outcomes we can easily create a
dashboard for jir service Management
Service requests using the outof boox
templates available with atlassian
analytics to gain additional insights
regarding our request fulfillment
process we can add a chart and use
atlassian intelligence for assistance
creating the
query atasan intelligence can assist
juros service management administrators
by suggesting request types based on the
context and requirements of their
organization by simply describing their
work and what the team typically manages
administrators can see what type of
requests they could create for example
we can create service requests to help
the vendor management team track issues
for their organization's vendors and
suppliers the atlassian intelligence
capability is designed to facilitate
collaboration improve issue resolution
efficiency and enhance customer
satisfaction while ensuring customer
trust and responsible technology
[Music]
principles
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