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 * Recap: The newest AI features in Jira Service Management


RECAP: THE NEWEST AI FEATURES IN JIRA SERVICE MANAGEMENT

yesterday at 6:49 AM edited

Hello Atlassian Community! 👋

The Jira Service Management team has been hard at work baking even more
AI-powered Atlassian Intelligence capabilities into your most critical support
and operations workflows.

Whether you’re an agent facing a never-ending ticket backlog, an admin looking
to deliver better self-service support, or an on-call engineer trying to find
the needle in a haystack of alerts, the latest AI features in Jira Service
Management are here to help. Read on for a recap of our newest AI-powered
enhancements!

--------------------------------------------------------------------------------


ACCELERATE TICKET TRIAGE TO TAKE FAST ACTION ON HIGH PRIORITY TICKETS

AI customer sentiment analysis (beta)

The customer sentiment analysis feature leverages AI to analyze and interpret
the emotional tone of customer comments. Using ticket context like the title,
description, and comments, Atlassian Intelligence assesses the customer
sentiment – whether it's positive, neutral, or negative – and displays it
directly on the issue view, updating in real time as new comments come in.
Agents can immediately get insight into the customer’s level of frustration so
they can appropriately prioritize their queue and ensure an empathetic, timely
response.



Learn more about AI customer sentiment analysis.

AI issue triage (beta)

The new AI issue triage feature in Jira Service Management allows agents to
quickly clean up their queue by taking bulk action to intelligently assign
issues to the correct request type. By using AI to streamline this part of the
triaging process, support teams can significantly reduce the time spent on
manual sorting, allowing them to focus on resolving high-priority issues more
efficiently.



--------------------------------------------------------------------------------


DELIVER OMNI-CHANNEL AI-POWERED SUPPORT WITH EXPANDED VIRTUAL AGENT SURFACES

The Jira Service Management virtual agent is now available on your customer
portal! The same powerful AI service experience we built for Slack can now be
used to automate support interactions directly from the Jira Service Management
portal, helping teams deflect requests and save agents even more time.



 

There are a couple of different ways you can configure and customize the virtual
agent to deliver the best possible service to customers in your portal or Slack:

 * Intent flows – Intents represent specific problems, questions, or requests
   that your virtual agent can help resolve, for example “VPN issues.” Each
   intent has its own set of training phrases that help the virtual agent
   recognize it in a help-seeker conversation, as well as a defined
   conversational flow that dictates how the virtual agent handles those
   requests, including taking actions like resetting passwords. Admins can
   create these from scratch or use templates to get started.

 * AI answers – Tap into the power of your existing knowledge base and begin
   deflecting requests within minutes. With Atlassian Intelligence answers, or
   AI answers, the virtual agent searches across your linked knowledge base for
   the answer to a help-seeker query and instantly generates a response to your
   customer, along with links to relevant articles.



 

Learn more about the virtual agent on customer portal.

--------------------------------------------------------------------------------


STREAMLINE INCIDENT DETECTION AND PREVENTION

Accelerating incident detection with AI-powered alert grouping

Separating the signal from the noise is crucial for prioritizing the most
significant issues, but it typically requires a manual effort by on-call
engineers. New AI alert grouping utilizes the power of Atlassian Intelligence to
identify patterns amongst incoming alerts to correlate and group them based on
similarities, so responders can focus on the highest-priority alerts and
proactively detect incidents.



Preventing future incidents with intelligent PIRs

Never miss out on crucial incident learnings and insights again. Post-incident
reviews, or PIRs, are a core part of the incident management process, helping
incident responders and managers learn from recent incidents and pass along
insights to prevent similar problems in the future. However, these can be
time-consuming and tedious to compile and are often deprioritized, causing
organizations to miss out on crucial learnings.

AI PIR creation powered by Atlassian Intelligence accelerates this task by
providing an AI-generated summary of an incident that can be used to easily
populate PIR details so ops teams can save time without losing critical
insights.



Learn more about AI alert grouping and PIR creation.

--------------------------------------------------------------------------------


LEARN MORE ABOUT OUR AI OFFERINGS

Check out our AI product guide to learn more about using some of the AI features
in Jira Service Management.

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YY哥
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yesterday at 7:44 AM edited

Good summary and I will translate it into Chinese for Chinese users.
Thanks @Nicole Pitaro 



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Nicole Pitaro

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Product Marketing for Jira Service Management AI

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