Atlassian Intelligence Virtual agent

Atlassian Intelligence is a new Atlassian feature that brings artificial intelligence ??to Atlassian's cloud products. It was announced in April 2023 promising a lot of functionalities and now it is being gradually released. One of the features that was recently released in early access is a virtual agent that can automate support interactions ?? with customers directly from Slack or MS Teams.

There are two types of support channels available, Agent channel and Request channel. Let us explain the differences.

Request channel

Request channel communicates with your customers either by pre-specified Intents or according to a connected knowledge base. Intents, which can be created manually or via suggested templates, are great for requests that require information collection, guided troubleshooting, or automated action through web requests.

Atlassian Intelligence answers uses generative artificial intelligence ?? to search across your linked knowledge base spaces and answer your customer questions in Slack — without needing to create an intent.

Atlassian Intelligence answers are ideal for customer questions that can be resolved by providing information or instructions, are covered in your existing knowledge base articles, and don’t usually need to be escalated to a human agent. ?? We will show you how to set up both manual Intents and connect knowledge base.

Agent channel setup

Enable Atlassian Intelligence for Jira Service Management

• Go to admin.atlassian.com > Settings > Atlassian Intelligence
• Select products > Jira Service management > Next > Save

Add Virtual agent to Slack

• Go to project settings > Virtual agent > Add to Slack
• Select Slack workspace > Confirm your email

Create Request channel

• To create an agent channel in Slack, type /add ?request to the channel > select Atlassian Assist app > Request channel??

Create Intent

• Go to project settings > Virtual agent > Intents > Create intent

(You can choose from predefined templates or create a custom intent)

• In the next step, you need to generate different forms of the wanted request
• Then you create a Conversation flow for the intent, save it, and change the Intent status to Live

(In the picture is a simple conversation flow for requesting a monitor)

• As the last step go back to Virtual Agent settings > Request channels and enable Virtual Agent status

Test the Intent

• To test the intent go to the request channel in Slack and ask the question in any form
• As you can see in the screenshot, the assistant understands the question, even if it is not exactly straightforward

Connect the knowledge base

• To connect the Confluence knowledge base to Atlassian Intelligence answers go to project settings > Knowledge base > Link space
• After connecting the knowledge base, if Atlassian Intelligence does not match a question to any intent, it tries to answer according to information in your knowledge base

Agent channel

Agent channel is meant for so-called agents, who handle customer interactions. Agents can view customer messages, raise predefined requests to Jira Service Management, and assign them.

Agent channel setup

Following after first two steps from the previous Create Request channel

Create Agent channel

• In Virtual agent settings select default request type > Save > Create agent channel
• This step creates a new channel in Slack with name: agent-{Project key}

Raise a request

• In this channel, customer can use /Assist {description of issue}
• This lets the agent respond to the customer, create an issue, or search through existing issues

Conclusion

In conclusion, Atlassian Intelligence represents an exciting leap forward in harnessing the power ?? of artificial intelligence to enhance customer support within Atlassian's cloud products.

The introduction of the Request channel and Agent channel provides users with flexible options for managing ?? customer interactions. The Request channel leverages generative AI to answer customer queries by tapping into linked knowledge base spaces.

This approach is ideal for resolving queries that require information retrieval, guided troubleshooting, or automated actions based on predefined intents. Users have the flexibility to create custom intents or use suggested templates, making it versatile for a range of support scenarios.

The Agent channel, on the other hand, is designed for human agents responsible for handling customer interactions. It offers a structured setup process that enables agents to view ?? customer messages, create predefined requests in Jira Service Management, and efficiently address customer issues.

In a world ??? where efficient and responsive customer support is crucial, Atlassian Intelligence is set to empower teams with AI-driven tools that streamline support workflows, improve customer satisfaction, and enable agents to focus on more complex tasks.

As this feature continues to evolve and expand, it holds great promise for organizations seeking to enhance their customer support capabilities in an AI-driven era.