Finding the right balance between speed and quality is the key to delivering exceptional service experiences. However, achieving this balance can be challenging for support teams inundated with a high volume of inquiries. AI revolutionizes how support agents handle inquiries and streamline their workflows. With AI-powered tools, support teams can tackle challenges quickly, enhance customer satisfaction, and focus on more strategic tasks.
Jira Service Management offers a suite of cutting-edge AI capabilities powered by Atlassian Intelligence. These tools are designed to augment the abilities of human support agents, providing user-friendly features that boost efficiency and customer satisfaction. Let’s explore five AI features transforming employee and customer support.
Save time on your tickets with AI summaries
With AI issue summaries, you can quickly summarize ticket details and comment history, helping agents get up to speed and take fast action.
For instance, let’s say someone loops you in on a high-priority support ticket that involves troubleshooting a critical system error. Rather than digging through a lengthy comment history and other ticket details, with just a click, AI issue summaries condense key information about the request into a concise summary. This summary highlights key points, such as recent troubleshooting steps and user feedback, allowing you to understand the core problem without wasting time poring over lengthy threads.
You could even share that same AI-generated summary with other teammates to get their input on potential solutions or loop in a product manager to discuss user impact. This information sharing ensures everyone is on the same page, expediting decision-making and resolving issues faster for customers.
Support agents can use AI issue summaries to effectively collaborate with and loop in new stakeholders, seamlessly transition tickets to different agents, or gain rapid insights into unresolved issues. This capability accelerates response times and enhances overall service efficiency.
Pro Tip: Use AI summaries alongside the Jira Service Management virtual service agent to streamline support.
Edit and transform responses efficiently with AI in the editor
Atlassian Intelligence enhances agent responses by using generative AI in the issue editor when commenting on a ticket in Jira Service Management. This feature helps agents craft and improve customer communications, adjust tones for professionalism or empathy, summarize lengthy articles into clear instructions, and more, to ensure the best possible customer experience.
Need help starting a response? AI can analyze inputs to suggest customer responses and inspire quicker issue resolution. You can even use AI to enhance writing quality with grammar corrections, word choice suggestions, and formatting improvements.
Imagine you’re handling a complex customer query. With the AI Editor, you can craft a polished answer in just a few seconds. For example, a customer might reach out about an issue with their software installation. This process saves time and enhances the quality of your customer interaction.
Gauge customer sentiment to prioritize issues
AI customer sentiment analysis in Jira Service Management uses a robust natural language processing (NLP) engine to analyze customer sentiment, intent, and context to help agents triage issues faster.
For example, when a customer submits a support ticket expressing frustration with a recent software update. AI can quickly analyze the customer’s message and identify keywords and phrases indicating negative sentiment toward the update. Based on this analysis, the ticket can then be flagged as a high priority for immediate attention.
With AI and NLP, support teams can quickly detect and prioritize issues that most impact customer satisfaction. This proactive approach ensures timely interventions and tailored responses to enhance overall service delivery and customer retention.
Triage, assign, and take action on requests in their queue
AI issue triage gives them the ability to instantly organize and prioritize every support request that comes in. This feature helps your team handle high volumes of inquiries by automatically categorizing and prioritizing tickets so nothing falls through the cracks.
When an email request arrives, AI can quickly determine the right type of request, fill in the necessary details, and assign it to the appropriate team member or specialist. This means no more manual sorting through tickets — everything is neatly organized and ready for action.
AI issue triage also ensures critical issues are escalated to the right people with the key information needed to resolve the problem quickly.
Streamline Tier 1 support issues with virtual service agent
The virtual service agent in Jira Service Management automates Tier 1 support interactions across multiple channels, such as Slack and customer portal, freeing your team to focus on more complex tasks. There are two key ways that teams can use the virtual service agent to deflect tickets:
Intent flows
Intent flows streamline customer interactions by automating workflows, allowing AI to handle routine tasks through custom-built workflows by having conversations with customers. Setting up these intent flows ensures that common requests are handled quickly and accurately without direct agent intervention.
For more complex issues, intent flows seamlessly escalate to human agents, providing all the context gathered during the automated interaction.
AI answers
AI answers allows you to get started quickly with the virtual service agent and provide instant responses to deflect tickets. Leveraging generative AI, it quickly searches linked knowledge bases to deliver precise answers to customer queries.
Ideal for automating responses to straightforward inquiries, AI answers reduce ticket volumes and response times by handling common questions without human intervention.
Pro Tip: AI answers excels in:
- Resolving queries with straightforward instructions.
- Addressing issues covered or easily added to existing knowledge base articles.
- Streamlining support by handling queries that do not require escalation to a human agent.
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Revolutionize support with AI-powered efficiency
AI is revolutionizing support teams by enhancing efficiency and customer satisfaction through streamlined workflows and real-time analysis. This enables support agents to focus on complex problem-solving and strategic initiatives, ultimately optimizing service delivery.
In Jira Service Management, Atlassian Intelligence takes support to the next level by integrating advanced AI features. By reducing manual workload and enhancing response accuracy, Atlassian Intelligence ensures a smoother support experience for agents and customers. Learn more about how Atlassian Intelligence in Jira Service Management takes support the next level here.