Atlassian has introduced a number of new AI-powered features to Jira Service Management, including new AI agents, an AI-powered dashboard that displays performance stats and knowledge gaps, and AI-generated summaries for employee requests.
“These advancements are part of the Atlassian platform – which means you need very little time to start getting value – and come in two different flavors: proactive AI experiences built directly into the platform and specialized AI agents that help with IT services, employee support, HR service management, and more,” Shamik Sharma, head of product for IT solutions at Atlassian, wrote in a blog post.
The new capabilities are poised to help IT operations teams resolve alerts and incidents faster. The AI groups alerts together and surfaces information like change risks, past similar incidents, and suggested responders and priority levels. This information is shared within the existing incident workflow as well as in connected apps such as Slack or Teams.
Rovo agents can take action on tasks during an incident, answer questions on the nature and impact of the incident, suggest recommended playbooks to review or automation workflows that invoke other agents to take action, and generate drafts of Post-Incident Reviews.
Atlassian also offers a virtual service agent that employees can use for self-service tasks. According to the company, customers that have used the agent already have said that it now handles 75% of all internal requests and has an average satisfaction score 4.5 out of 5.
The virtual service agent can now be accessed from Slack, Teams, email, a web widget, and the Help Center. It can also now be used in all major languages and translate content from existing knowledge base articles.
Atlassian also added an AI-generated insight dashboard for IT teams to get statistics on the virtual service agent’s performance. It will highlight knowledge gaps based on what questions people are asking most, and will suggest new articles to create to help employees get up to speed.
“If employees really like the virtual service agent experience, then support teams love it. Customers report being able to reduce resolution times for support conversations by up to 90% with the virtual service agent. That’s worth repeating. NINETY. NINE ZERO. 90 percent,” Sharma wrote.
New AI features for HR teams include getting help creating requests employees can make, AI-generated summaries of employee requests, new templates for common HR workflows, integrations with Workday and Okta, and an updated employee help center that is now more customizable.
“With the Jira Service Management virtual service agent, our HR team efficiently handles employee requests and inquiries, saving us 2,800 hours annually and allowing us to focus on providing a more seamless and delightful employee experience,” said Avani Prabhakar, chief people officer at Atlassian.
