MicroGenesis, in collaboration with Atlassian, is thrilled to share the latest advancements in AI-powered IT Service Management (ITSM). Atlassian has unveiled a powerful virtual agent and expanded AI capabilities, aimed at revolutionizing how enterprises provide exceptional support to their employees and customers in today’s digital and remote-friendly world.
AI-Powered Virtual Agent Enhancing Experiences:
The advent of remote work and globally distributed teams has necessitated the need for 24/7 virtual support. Atlassian’s integration of AI-powered virtual agent technology with Jira Service Management, their renowned ITSM offering, empowers support teams to deliver exceptional service faster and at scale.
This virtual agent allows teams to automate support interactions, offering fast, always-on conversational support through their preferred collaboration tools. It leverages a robust AI engine to analyze and understand intent, sentiment, context, and profile information, ensuring personalized interactions. Notably, it harnesses a best-in-class Natural Language Processing (NLP) engine and adapts through interactions. Setting up the virtual agent is effortless, allowing support teams to tailor experiences without coding.
The virtual agent incorporates generative AI to dynamically generate responses from enterprise sources like knowledge base articles and FAQs. It can smoothly transition conversations to human experts when needed, maintaining context and expediting case resolution.
AI Innovations Enhancing Support Across Enterprises:
Complementing the virtual agent, Atlassian Intelligence introduces innovations to reduce the cognitive load on support agents, enabling them to handle issues with both empathy and speed.
Agents can quickly access concise summaries of prior conversations and recommended resolution paths, streamlining hand-offs between support agents and minimizing back-and-forth interactions.
Atlassian Intelligence helps agents generate and enhance responses, fostering clear and thoughtful communication with stakeholders. It aids in crafting better responses, adjusting tone, and summarizing lengthy knowledge base articles.
Further AI-powered features in Jira Service Management enhance operations and employee support, including context awareness, intelligent agent assignment, automatic incident categorization, grouping similar incidents, surfacing past incidents for reference, and identifying potential change conflicts.
Dig Deeper: 12 Warning Signs You Need To Change Your ITSM Strategy
The Vision for AI-Powered Support:
Atlassian envisions a future where enterprises can provide unified help experiences, recognizing that different teams may prefer diverse service delivery tools and channels. The goal is to establish an “intelligent front door” capable of routing employee requests to the right tools and teams efficiently. This unified experience will gather requests from various channels, assess context and intent, offer concise answers, and even suggest the appropriate team or tool for resolution, which could extend to third-party solutions.
Atlassian is committed to empowering enterprises with AI to deliver exceptional support at scale, and MicroGenesis is proud to be a Platinum partner in this transformative journey.
Together with Atlassian, we aim to revolutionize the way support is provided, ensuring that every team can unleash its potential to deliver outstanding service, no matter the scale or complexity of the task.
Conclusion: How MicroGenesis Helps in ITSM Solutions
At MicroGenesis, we are dedicated to bridging the gap between cutting-edge technology and your IT service management (ITSM) needs. As a trusted Platinum partner of Atlassian, we play a pivotal role in deploying and optimizing Atlassian’s AI-powered solutions, including the groundbreaking virtual agent in Jira Service Management.
Our expertise extends beyond technology implementation; we’re here to ensure that your organization harnesses the full potential of AI-powered ITSM. MicroGenesis excels in tailoring these advanced tools to your unique requirements, streamlining workflows, and maximizing their impact.
With MicroGenesis as your Atlassain Platinum Solution Partner, you gain access to a wealth of experience and insights. We collaborate closely with your team to understand your specific objectives, enabling us to design solutions that enhance your ITSM capabilities, improve employee and customer support, and drive overall efficiency.
In the dynamic landscape of ITSM, where AI and automation are essential, MicroGenesis empowers your organization to not only keep up with the latest advancements but also stay ahead of the curve. Our commitment to excellence and innovation ensures that your ITSM journey is marked by seamless operations, exceptional support, and a path to success in the digital age.
