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These days, responsiveness and agility in IT landscape are key factors for the success of businesses. «Old school» ITSM tools can be considered valuable, but they find difficult to suit in the best way the expectations and needs of users as well as the increasing complexity of environments.
This is where Artificial Intelligence (AI) arises from IT landscape with its transformative power to change in a revolutionary way our approach to IT services management.
Just figure that your helpdesk team can rely on AI powered solutions supporting it in one of the most challenging role: understand immediately the requests (tickets) got from users, even when they're described in a poor way.
Are you able to visualize solutions provided just before that issues can escalate, with a minum downtime and little frustration? And if your enterprise can take advantage of ITSM tools that can learn and adapt continually, becoming way effective interaction after interaction?
ITSM (or even better ESM) can take advantage of the real potential of AI. In our today post, let's focus on the power of artificial intelligence in ITSM tools and in particular on Atlassian Intelligence.
What is Atlassian Intelligence?
Atlassian Intelligence is an AI-powered virtual assistant that is available within your Atlassian Cloud tools (Premium and Enterprise): it enhance the quality of team collaboration and the efficiency of work as well.
Atlassian Intelligence can be used to:
- generate content
- summarize information
- support search
- suggest solutions
It has been launced in December 2023. It can analyze data of your team providing an effective support across many Atlassian products as Confluence, Jira Service Management, Jira Work Management,...
Let's check out how Atlassian Intelligence can re-shape the workflow of your team taking a look at these six examples.
The triage of customer request with the help of AI
You just can type (in natural language) a description of the user issue.
Atlassian Intelligence gives a suggestion about the most suitable request type: in this way the ticket can be assigned immediately to the team in charge. As a result, you manage the tickets more quickly and with a higher level of customer satisfaction.
If you look at the screenshot below, you notice that a user reported a problem connecting to Wi-Fi. What the agent has to do is simply typing this into the description on the request screen, marking the text and then clicking on the AI button to get the suggestion:
You can update the user with the information and then go on chatting with AI to get the right solution.
The use and upgrade of knowledge base
We all know how it is critical for an organization to have an up-to-date and upgraded knowledge base: but its maintenance is not effortless.
The analysis of the conversation between customer and agent when the ticket is closed (solved) can provide interesting information that can be re-used in future. AI can track and suggest the most important parts to put into knowledge base content.
This is time-saving for the efficiency of agents performance and in the meantime makes sure that you don't lose precious information that can improve the quality and effectiveness of the available solutions in your knowledge base.
Let's assume that an agent solved a password reset issue and closed the ticket: AI will check the conversation and extract the content useful to create a knowledge base article about «How to reset a password».
The ease of ticket summarization made by AI
Let's assume that we get a long and complicated ticket titled as «The compliance with DORA regulation is needed» and its description is particularly verbose.
We have to summarize it, a task that is high time-consuming. The AI «ticket summary» feature generates an excerpt of the ticket, with highlights on the most relevant details and action items.
AI can help to speed up the management of the issue, dispatching it to the person in charge of.
You just need the select the text, then press the «AI» button and choose the feature «summarize writing».
AI provides you a suggestion of summary that can be used to fill the description:
Tailor-made reply to customer with the help of AI
It is no mystery that customer service needs to provide useful answers according to the context, with the right «tone of voice» and this can be very time-consuming.
AI can support your team suggesting the right tone adjustment for the text on a reply. This is made possible by a feature that checks your answers and then offers different tone adjustment suggestions (for example, empathetic in case of frustrated users; informative, if you need to reply to knowledge-seeking users).
Let's take a look at this image to figure out how the AI can suggest to an agent the way the text of the answer can sound empathetic:
With the help of AI, you can get new useful suggestions to revise the answer:
The help of natural language search to improve performance
The consistency and efficiency of virtual agents
Imagine that a virtual assistant joins your ESM (ITSM) team supporting your colleagues. This support agent can operate 24/7/365 giving answers to (frequent asked) questions, prioritizing and categorizing tickets as well as solving easy issues.
With the help of natural language processing, the virtual agent can understand the requests it gets from users and then suggest useful responses. This will unburden your colleagues and improve the performance in terms of First Call Resolution.
Let us assume that a user is in need of resetting his/her account password. The virtual agent will help him/her to set a new password, step by step, without involving your colleagues during the process.
Let's take a look at this scheme to better understand how the process can be managed by the virtual agent (in this case, Atlassian Intelligence):
With the help of virtual agent, ESM (ITSM) teams can focus their efforts on solving challenging issues, as well as seeking trends and warding off problems.
AI can facilitate data analysis, in particular when it comes to check them and find new insights; it makes possible to adopt data-driven decisions and enhance the performance of service desk operation.
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