Artificial Intelligence in Jira Service Management

Использование генеративного ИИ в редакторе задач

Получить доступ к генеративному ИИ в редакторе задач можно двумя способами.

1. Выберите значок Atlassian Intelligence на панели инструментов редактора задач.
2. Введите /ai в редакторе задач, чтобы открыть Atlassian Intelligence.

Virtual service agent intent flows

Virtual service agent intents represent a specific problem, question, or request that your virtual service agent can help resolve for your customers. Each intent includes a set of training phrases to help the virtual service agent recognize a help-seeker’s request, and a conversational flow that helps guide the help-seeker through their issue based on their responses to the virtual service agent. Intents are great for questions that:

• Require guided work/troubleshooting
• Require information collection and triaging
• Require an automated action via web request

Examples: Software access requests, reporting an incident, new hardware, procurement requests, onboarding workflows

Intents can be easily configured with out-of-the-box templates and a low code/no code editor. The virtual service agent also uses generative AI to suggest relevant intents based on your team’s historical ticket data and actually populate some of the basic settings like a description and training phrases.

AI answers in the virtual service agent

AI answers uses generative AI from Atlassian Intelligence to search across your linked knowledge base spaces and answer your customer questions. This feature is great for getting started quickly with the virtual service agent, as there is minimal setup involved, and is particularly powerful in deflecting help requests that:

• Can be resolved by providing information or instructions
• Are covered in (or can be easily added to) your existing knowledge base articles
• Don’t usually need to be escalated to a human agent

Set up AI answers

To set up AI answers, you’ll first need to configure your virtual service agent intake channels. You can learn more about how to do this in our virtual service agent product guide.

Connect your self-service knowledge base

Once your intake channels are ready to go, you’ll need to ensure that you have a knowledge base linked to your project, either through Confluence or Jira Service Management’s native knowledge base. You can build out your knowledge base directly from Jira Service Management, or integrate existing FAQs and docs you already have in Confluence.

Activate AI answers

Once your knowledge base is ready to go, it’s time to activate AI answers in the virtual service agent settings:

From the navigation on the left, select Project settings, then Virtual service agent. Select Settings, and then Basic settings if not already selected. Turn the toggle on next to Atlassian Intelligence answers, and then select Activate.

Instead of reading through long descriptions and numerous comments on a Jira Service Management issue, you can use Atlassian Intelligence to quickly summarize this information for you. Easily loop in new stakeholders, transition tickets to a new agent, or get up to speed on an issue.

To use AI summaries:

1. From your Jira Service Management project, navigate to your desired issue.
2. Scroll down to the Activity section.

3. Select Comments, and then Summarize.

   1. The summary generated by Atlassian Intelligence will only be visible to you, and will disappear when you navigate away from the issue. You can summarize an issue’s details as many times as you like.

Generative AI in the issue editor

How to use generative AI in the issue editor: 

Generative AI in the issue editor can be accessed in two ways:

1. Select the Atlassian Intelligence icon in the issue editor toolbar.
2. Type /ai in the issue editor to bring up Atlassian Intelligence.

Generative AI for knowledge base articles

In addition to generative AI for the issue editor, Atlassian Intelligence empowers agents to create knowledge base articles directly from a Jira Service Management issue. Easily brainstorm content for a new article, ensure your spelling and grammar are correct, and make your article sound professional and empathetic for your customers in just a few simple steps.

How to create a knowledge base article using generative AI

From the Jira Service Management issue view:

1. From your project sidebar navigation, select Knowledge base.
2. Select Create article.
3. Select the knowledge base space you want to create your article in and select Next.
4. Bring up Atlassian Intelligence via the toolbar or by typing /ai in the editor.
5. Write your desired prompt.
6. Atlassian intelligence provides a draft that you can use as a starting point.

Request type suggestions

Request type suggestions can help take the guesswork out of creating your service desk by intelligently suggesting request types based on how you describe the kind of work your team manages. Atlassian Intelligence can suggest request types across a range of use cases, from IT and HR to dog grooming and catering, and then add them to your service desk with just a few clicks.

Once a request type has been created using Atlassian Intelligence, you can add additional forms and fields to capture all relevant details from your customers and also adjust the workflow if necessary.

How to use request type suggestions:

1. Navigate to Project settings > Request types.
2. Select Suggest.
3. Describe the type of work your team manages.
4. Select a request type from the list of AI suggestions and then select Create.
5. Confirm the request type’s name, description, icon, and issue type.
6. Select Next and add the request type to a portal group.
7. Select Create.