Now available: Jira Service management virtual agent on portal

[#1]

Hello community 👋

We’re excited to share that the Jira Service Management virtual agent is now available on your customer portal! The same powerful AI service experience we built for Slack can now be used to automate support interactions directly from the Jira Service Management portal, helping teams deflect requests and save agents even more time.

There are a couple of different ways you can configure and customize the virtual agent to deliver the best possible service to customers in your portal or Slack. Read below to learn how to use one or both to automate requests with the virtual agent. 👇

Maximize control and automate action with custom intents

The first way to configure the virtual agent is with intents, which represent specific problems, questions, or requests that your virtual agent can help resolve, for example “VPN issues.” Each intent has its own set of training phrases that help the virtual agent recognize it in a help-seeker conversation, as well as a defined conversational flow that dictates how the virtual agent handles those requests.

Admins can create intents directly from the virtual agent settings using one of our intent templates or by building them out manually. Intents give admins complete control over how the virtual agent guides your customers down common troubleshooting paths and gathers critical context for human agents. They are best suited to requests that:

• Require guided work/troubleshooting

• Require information collection and triaging

• Require an automated action via web request (e.g. resetting a password, granting software access).

Tap into the power of your existing knowledge base and request data with Atlassian Intelligence

Atlassian Intelligence empowers teams to get started with the virtual agent faster and maximize the value of their existing knowledge base. With the Atlassian Intelligence answers, or AI answers, feature, the virtual agent searches across your linked knowledge base for the answer to a help-seeker query and instantly generates a response to your customer, along with links to relevant articles.

Additionally, Atlassian Intelligence intent templates from your data make it easy to build the right intents, fast. Atlassian Intelligence analyzes your existing Jira Service Management request data to identify popular requests and automatically generate an intent with some pre-populated settings.

The AI answers feature of the virtual agent is also now in limited beta on the help center. Sign up to get access.

Getting started with the virtual agent on portal

If you've previously connected the virtual agent in Slack at any time, it will automatically be live in your customer portal. This means customers who navigate to your portal will now see the option to chat with the virtual agent, and AI answers (if enabled) as well as any intents currently set to “Live” in your project will be active. You can disable your virtual agent intents and deactivate Atlassian Intelligence answers in your virtual agent settings at any time. Read more about managing the virtual agent on your portal.

If you’re new to the virtual agent, you can get started by navigating to Project settings from the navigation on the left, then Virtual agent. Check out these detailed instructions for how to create your first intent, activate AI answers, and more.

We value your feedback, so please let us know what you think in the comments below!

[Rune Rasmussen]

Great.
How do I turn it off?

[Muhammad Fahad]

Great, looking forward to testing and utilizing this feature. 

[Christian Gick]

Awesome! Is there a setting to allow the agent also for users who did not log into servicedesk?

Also I would like to know what method will be the first to allow the integration of the chat into public websites. Currently Slack is mandatory for that as far as I am informed.

[Miguel Ángel Pérez Montero]

Is possible use this feature in different languages?

[Serge Masson]

Awesome ! So happy to try this feature ! 
But currently I do not see the "Chat with virtual agent" button on our portal. I configured intents on "live" two hours ago, it says I have to wait only a couple of minutes :-) 

I want to test it on the customer portal.

We do not have Slack. Is this required ?

Regards

[lucas_chervin]

In the documentation it says:

To maintain your customers' privacy, virtual agent conversations from the portal won’t appear on this page.

How are we going to improve our intents, if we cannot see the conversations that are happening through the portal?

[Vincent Frederiks]

Great! Hope that it possible soon to show it to users that are not logged in. And of course website integrations and some customization options

[John McKay]

It will be essential to include the text chat in any ticket raised by the chatbot. We have several tickets that just say "hi"