We’re delighted to announce today that Atlassian has acquired Percept.AI, an AI-powered virtual agent technology provider, to expand frontline support capabilities in Jira Service Management. This acquisition builds on our previous investments in AI and machine learning, designed to help customers efficiently deliver great employee and customer support experiences at high velocity.
A smarter approach to modern support
The tectonic shift to remote work is here to stay. In a recent study from Atlassian and PwC Australia, over 50 percent of employees surveyed in the U.S. and Australia say they’d consider changing jobs to access remote work opportunities. As a result, enterprises are being forced to rethink the capabilities and structure of their support experience. Gone are the days of simple walk-up support. Every company, regardless of size, needs to offer responsive, personalized, high-quality 24/7 virtual support to customers and employees.
That’s where Percept.AI comes in. Their virtual agent technology helps teams automate tier-1 support interactions, supercharging conversational experiences throughout portal, chat, email, and web channels. Its conversational AI engine analyzes and understands intent, sentiment, context, and profile information to personalize interactions. And it seamlessly transitions conversations to human experts without losing context, reducing friction and helping resolve cases faster. Support teams can tailor AI-based virtual agent experiences to match the way they deliver service – with no coding required. Plus, the technology learns from every interaction by leveraging a best-in-class Natural Language Processing (NLP) engine with over 95% accuracy.
Building on Atlassian’s investments in AI and conversational service
Over the past several years, Atlassian has invested in building predictive, smart experiences into its products, with the goal of making teams more productive. Our innovations in AI and machine learning already power predictive issue assignment, predictive triage, intelligent automation, and personalized search results in Jira Service Management today.
By integrating Percept.AI with Jira Service Management, support teams will be able to deliver exceptional service even faster and, more importantly, at scale. Acquisitions like Percept.AI and Halp further advance Jira Service Management’s smart experiences, enabling seamless chat-based conversations between customers and agents.
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