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Latest Atlassian Updates for Jira Service Management

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As a leading provider in the ever-evolving landscape of IT service management, Atlassian is constantly striving to leverage its tool: Jira Service Management.  And, their latest feature, the Jira Service Management (a.k.a JSM) AI Virtual Agent, takes a giant leap forward in enhancing service delivery.

In this article, we’ll dive into the exciting updates that Atlassian has rolled out for Jira Service Management, exploring new features and, of course, the new groundbreaking AI virtual agent.

Before we dive into the latest updates for Jira Service Management, take a look at this article to get the full picture of this ITSM tool.

👉What is Jira Service Management ?-Discover Atlassian’s IT Service Management Tool.

Atlassian Intelligence

Atlassian has previously embraced the realm of Artificial Intelligence, introducing its own AI virtual teammate called Atlassian Intelligence.  It has taken a significant stride to enhance its artificial intelligence capabilities combining its own model with OpenAI’s cutting-edge GPT-4 technology. 

What Does It Mean for Jira Service Management?

Jira Service Management users stand to gain the most from Atlassian Intelligence. By leveraging an AI-powered virtual agent, agents can access knowledge base articles and provide summaries of previous customer interactions. Newly onboarded agents and admins can be quickly put up to speed on support issues. 

With its unique blend of AI-driven features, Atlassian continues to solidify its position as a leader in empowering teams and transforming collaboration. 

Atlassian Intelligence is currently available in early access.

AI Agent for Jira Service Management – Beta 

Harnessing the power of Atlassian Intelligence, Atlassian has recently introduced its groundbreaking feature the Jira Service Management AI Virtual Agent! 

The AI Virtual agent is designed to elevate your team’s service delivery to new heights.

Atlassian update AI Virtual Agent feature for Jira Service Management

What Can You Expect from the Virtual Agent?

The virtual agent can be used to automate a variety of support tasks, such as answering common questions, providing self-service support, and routing tickets to the appropriate team. It can also be used to collect feedback from customers and improve the overall support experience.

The AI-powered virtual agent may be a game-changer for support teams. It certainly promises a range of impressive functionalities:

  • Easy to set up and use
  • Automating common support tasks to reduce the workload of JSM agents.
  • Providing fast and accurate answers to questions with the help of Atlassian Intelligence  to enhance customer experience.
  • Allow JSM agents to focus on more complex issues.
  • Gather feedback from customers to improve the support experience

👉 Learn more about AI Virtual Agent for JSM in this Atlassian guide.

Canned Responses

What is the Canned Responses feature?

In the past, Jira Service Management users had a bit of a hassle when it came to handling common questions. Support agents often had to turn to Marketplace add-ons to tackle this.

But now, JSM has a cool built-in feature called Canned Responses. These are ready-made answers to the questions that come up a lot. It makes support smoother and keeps your support responses consistent.

The Canned Responses feature will allows JSM users to simplifies their customer support communication and response management process within issue comments.  

canned response feature an update in Jira Service Management

With Canned Responses, support teams can quickly access pre-defined, reusable responses to common customer inquiries. This empowers support agents to provide prompt and accurate information, even to non-technical users, with just a few clicks.

The introduction of the Canned Responses feature in JSM not only saves valuable time for support agents but also ensures consistency in their responses.

This feature enables efficient issue resolution, ultimately enhancing the overall support experience.

create canned response feature

The latest updates to Jira Service Management offer a number of new features and improvements that can help IT teams improve the support experience for their customers. From the new AI virtual agent to canned responses, these features aim to save time and streamline processes. 

These enhancements strive to elevate the overall support experience, ultimately positioning Atlassian as a leader in driving innovation within the ITSM industry. As we look ahead, we anticipate even more exciting developments on the horizon. 

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Latest Atlassian Updates for Jira Service Management