Stressed user annoys the support? The Atlassian AI can calm him down

In the future, there will also be an AI assistant in Atlassian applications: It will move into cloud services such as Confluence, Jira Software and Jira Service Management. As in many applications, Atlassian also integrates a chat input field that users use to interact with the AI.

A new function compared to previous implementations is the automatic generation of test plans for product updates. For example, developers can ask the virtual assistant to create a test matrix of the affected operating systems along with appropriate links to the APIs and the support status. Also intended for programmers is the feature of summarizing meetings or writing suitable tweets from release notes. Atlassian primarily aims to save time because unpopular manual tasks are eliminated.

Speed ​​is also important in support interaction with users: Thanks to the AI, employees should quickly receive a summary of the associated tickets. In addition, the assistant can use keywords to write an answer appropriate to the conversation – to calm down stressed customers, for example. Furthermore, users in Microsoft Teams or Slack can interact directly with the Atlassian AI to get the right wiki article or access a new application without switching applications.

After all, the AI ​​should automatically learn the terms used internally. If a user selects an unfamiliar abbreviation, the assistant immediately provides an explanation. In the search, too, users can now ask questions in natural language, the answer is based on their own company information and data from connected third-party providers. Last but not least, the AI ​​also understands the Jira Query Language (JQL): The assistant first converts an instruction in natural language and then delivers the result directly.

Technically, the AI ​​is based on the OpenAI services, but according to the announcement, Atlassian also uses internal models. The increasing integration shows that AI has outgrown its experimental infancy and is increasingly being used in productive business software – for example in classic ERP applications, Google’s no-code platforms, Microsoft Teams, the free Nextcloud Hub 4 or video conferences with Zoom. The introduction is also imminent in Microsoft 365 and the Office applications.

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