Connect support, product, dev and ops teams to deliver exceptional customer service at high velocity
Customer support teams, especially in technology-driven enterprises, struggle to deliver great experiences. Why? Because they are often siloed from the teams building and running products and services – product management, development, and operations teams.
And while AI is being leveraged to help with self-service and automate away repetitive tasks, disconnected workflows between these teams prevent them from leveraging the full potential of AI.
We think we can help. Today, we are introducing our new AI-powered app – Customer Service Management – to help software-centric organizations:
- Break down the walls between customer-facing teams and the people who build and run products.
- Enable effective AI-human collaboration to deliver faster resolutions and exceptional service experiences.
- Reduce support costs by unifying workflows and tools on a single platform.
Ready to get started? Join the beta program today.
Our secret sauce: Teamwork Graph
AI has brought substantial promise in revolutionizing customer support: automating repetitive tasks, helping customers with self-service, and improving customer support engineer productivity. However, many organizations still struggle with a fragmented support ecosystem, where tools (and data) are disconnected.
The new Customer Service Management app runs on our Teamwork Graph, a powerful intelligence layer that connects all data across Atlassian and third-party apps. This allows the Customer Service Management app to surface contextual information to support teams in a way that no other tool can.
For example, when a customer reports an issue, support teams can now easily see:
- What services or components does this customer rely on?
- Are there any related incidents, ongoing changes, or other service requests?
- Which development team is responsible for a component or service?
- Are there recent deployments that may have affected this customer?
- Are there specs that can help them explain how a feature works?
- Is there previous customer feedback or suggestions that might help resolve the issue?
Product management, development, and IT operations teams also benefit from the greater connectivity. Product managers get direct customer feedback to help improve the product. Developers understand real technical issues facing customers, helping them build more robust and thoughtful solutions. IT operations get live updates from customers on ongoing incidents and operational issues. Win-win-win…win.
AI agents, at the customer’s service
With access to this rich contextual data, the AI agent in the customer service app can deliver unique experiences for technology-driven organizations.
- Seamless self-service: When customers seek assistance, the Customer Service agent will engage in conversation to understand their needs, drawing from data across Atlassian and third-party apps to provide instant solutions.
- Better human-AI collaboration: When the agent can’t answer the question autonomously, it will analyze requests and messages and then collaborate with a customer support engineer to expedite work. It will provide customer context (feature usage, past incidents, assets) to help personalize the response; recommend next steps (for example, find expert collaborators, escalate to the right team, trigger action in your product or a third-party tool); and even help generate content (such as responses, knowledge base articles, how-to videos).
- Get other teams (and AI agents) involved: Imagine a customer reports an issue with a specific feature. The Customer Service agent will be the first responder, gathering all necessary context, and creating a bug report for the development team on the backend. That’s when a Rovo dev agent is tagged in to write the coding plan, generate the code, create the branch, and create a pull request in Bitbucket for an engineer to approve. Once the issue is resolved, the Customer Service agent will close the loop with the customer.
Start fast, support faster
By unifying the various components of the customer service process—such as the ticketing engine, AI agents, and knowledge base—on a single platform, organizations will improve workflow efficiency and achieve significant cost savings. By reducing the need for costly integrations and complex learning systems, Atlassian will help customer service teams get started quickly and accelerate their return on investment.
At Atlassian, we put every new feature or app through its paces internally before we ship to customers, and we’ve been loving the Customer Service Management app. We’re projecting annualized support cost savings of up to $10 million. And we’re already seeing our customer satisfaction score lift a massive 6 percent.
Join the closed beta program today!
For over 20 years, Atlassian has helped companies build and run great products. Now, we are expanding the connectivity of our platform – where products are planned, built, and run – to help companies support those products.
By connecting customer support, Dev, and Ops on our AI-powered platform, you deliver resolutions that would be impossible with siloed tools – turning every support interaction into an opportunity to strengthen customer relationships.
Sign up today and be among the first to explore the potential of our Customer Service Management app. Your feedback will be invaluable in refining our app to meet the needs of customer service teams like yours.
Explore more at Team ’25
The Customer Service Management app was unveiled at our annual user conference, Team ‘25, alongside a number of exciting announcements. Before you fall into a FOMO spiral, check out our live-streamed and on-demand sessions.