Virtual Agent Beta Privacy Disclosures

We’re building an AI-powered virtual support agent solution for Jira Service Management (the “Virtual Agent”).

What does it mean to use Virtual Agent?

You, as the organization admin, will have access to the Virtual Agent as part of JSM Premium. You can enable and disable Virtual Agent, and configure it to selected Slack channels based on your organization’s use of the product.

You can use the Virtual Agent self-service configuration tool to complete the Virtual Agent configuration process and launch it to your connected Slack channels. As part of the process, we will develop and train a machine-learning model that is tailored to your organization’s use of the Virtual Agent based on a training data set. The training data set includes the custom intents and questions that you, as the organization admin, provide directly, and/or the suggestions based on templates and past tickets/chat transcripts that you edit and approve for use in the training data set. As part of the Virtual Agent experience, this tailored machine-learning model will be used to understand questions from your users in the context of your organization. The Virtual Agent will then respond to your users with the answers and flows that are configured by your organization admins.

The trained machine-learning model developed for your organization will not be shared with other Atlassian customers. Analysis of JSM support tickets and chat transcripts in the connected JSM project submitted by your users will be used to serve your experience only.

As the Virtual Agent product develops, we may want to conduct analysis to identify a set of questions common across Virtual Agent customers. The analysis will remove information that identifies individual users or customers before aggregating questions to identify those common across VA customers (such as “VPN connection”). If we do perform this analysis, we will provide you with notice.

What if we change our mind?

We’ll rely on you as the organization admin to ensure your users understand and agree to how we’ll use the content they’ve provided in support tickets and chat transcripts for machine learning.

If your organizational administrators decide your organization no longer wants to have access to the virtual agent service, you can shut off the virtual agent service in Jira Service Management. With-in 5 business days, we will remove your trained machine learning model and training data set. However, we may retain common user questions derived from your data.

What happens after the machine learning model is developed?

We’ll make the virtual support agent available for you to try out with your users.

Legal Terms

You represent that you have obtained the appropriate consent and/or rights in and to the data to participate in this program.

By enabling Virtual Agent service, you agree to the Atlassian Customer Agreement (“ACA”) and acknowledge the Atlassian Privacy Policy, and the terms contained in this notice. This feature is considered a “Free or Beta Product”, as set forth in the ACA and is subject to applicable terms, conditions, and disclaimers.