Close

Jira Service Management์˜ ์ธ๊ณต์ง€๋Šฅ

์ง์› ์˜จ๋ณด๋”ฉ์— ๋Œ€ํ•œ ์ผ๋Ÿฌ์ŠคํŠธ๋ ˆ์ด์…˜

๊ฐœ์š”

This guide is for anyone getting started with artificial intelligence (AI) features in Jira Service Management. Use this as a resource to unlock intelligent experiences across the Jira Service Management platform that can help you accelerate productivity and deliver exceptional service to employees and customers.


Atlassian Intelligence ์‹œ์ž‘ํ•˜๊ธฐ

Atlassian Intelligence๋Š” ํšŒ์‚ฌ์™€ ํŒ€์ด ์ƒ์‚ฐ์„ฑ์„ ๊ฐ€์†ํ™”ํ•˜๊ณ  ์ž‘์—…์„ ์ถ”์ง„ํ•˜๊ณ  ์ธ์‚ฌ์ดํŠธ๋ฅผ ํ™•๋ณดํ•˜๋„๋ก ์ง€์›ํ•˜๋Š” Atlassian Cloud ์ „๋ฐ˜์˜ AI ๊ธฐ๋ฐ˜ ๊ธฐ๋Šฅ ๋ชจ์Œ์ž…๋‹ˆ๋‹ค. ๋‚ด๋ถ€์ ์œผ๋กœ ๊ทธ๋ฆฌ๊ณ  OpenAI์—์„œ ๊ฐœ๋ฐœํ•œ ์ธ๊ณต์ง€๋Šฅ์„ ํ™œ์šฉํ•ฉ๋‹ˆ๋‹ค.

It uses the Teamwork graph, which is unique to your teams' project or service work, along with internal language models and OpenAI to deliver results specific to the your organizationโ€™s context.

Keep an eye out for the Atlassian Intelligence icon throughout your Atlassian products to discover new AI-powered experiences

Atlassian Intelligence mark

์ด์Šˆ ํŽธ์ง‘๊ธฐ์—์„œ ์ƒ์„ฑํ˜• AI๋ฅผ ์‚ฌ์šฉํ•˜๋Š” ๋ฐฉ๋ฒ•:

์ด์Šˆ ํŽธ์ง‘๊ธฐ์˜ ์ƒ์„ฑํ˜• AI๋Š” ๋‘ ๊ฐ€์ง€ ๋ฐฉ๋ฒ•์œผ๋กœ ์•ก์„ธ์Šคํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

  1. ์ด์Šˆ ํŽธ์ง‘๊ธฐ ๋„๊ตฌ ๋ชจ์Œ์—์„œ Atlassian Intelligence ์•„์ด์ฝ˜์„ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.
  2. ์ด์Šˆ ํŽธ์ง‘๊ธฐ์— /ai๋ฅผ ์ž…๋ ฅํ•˜์—ฌ Atlassian Intelligence๋ฅผ ๋ถˆ๋Ÿฌ์˜ต๋‹ˆ๋‹ค.

Virtual Service Agent

Jira Service Management์˜ Virtual Service Agent๋Š” Slack ๋‚ด์—์„œ ๋ฐ”๋กœ ์ง€์› ์ƒํ˜ธ ์ž‘์šฉ์„ ์ž๋™ํ™”ํ•˜์—ฌ ์—์ด์ „ํŠธ์˜ ์‹œ๊ฐ„์„ ์ ˆ์•ฝํ•˜๊ณ  ํŒ€์ด ๊ทœ๋ชจ์— ๋งž๊ฒŒ ๋›ฐ์–ด๋‚œ ์ง€์›์„ ์ œ๊ณตํ•˜๋„๋ก ๋„์™€์ค๋‹ˆ๋‹ค.

์ž๋™ํ™”ํ•˜๋ ค๋Š” ์š”์ฒญ์˜ ์œ ํ˜• ๋ฐ ๋ณต์žก์„ฑ์— ๋”ฐ๋ผ Jira Service Management Virtual Service Agent๋ฅผ ๊ตฌ์„ฑํ•˜๋Š” ๋‘ ๊ฐ€์ง€ ์ฃผ์š” ๋ฐฉ๋ฒ•์ด ์žˆ์Šต๋‹ˆ๋‹ค. ๋ฐ”๋กœ, ์˜๋„ ํ๋ฆ„ ๋ฐ Atlassian Intelligence ๋‹ต๋ณ€(AI ๋‹ต๋ณ€)์ž…๋‹ˆ๋‹ค. ๋‘˜ ์ค‘ ํ•˜๋‚˜ ๋˜๋Š” ๋‘˜ ๋ชจ๋‘๋ฅผ ์‚ฌ์šฉํ•˜์—ฌ ํ‹ฐ์ผ“์„ ์ค„์ด๊ณ  ๊ณ ๊ฐ์—๊ฒŒ ๋น ๋ฅธ ์ง€์›์„ ์ œ๊ณตํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

Virtual Service Agent ์˜๋„ ํ๋ฆ„

Virtual Service Agent ์˜๋„๋Š” Virtual Service Agent๊ฐ€ ๊ณ ๊ฐ์„ ์œ„ํ•ด ํ•ด๊ฒฐํ•  ์ˆ˜ ์žˆ๋Š” ํŠน์ • ๋ฌธ์ œ, ์งˆ๋ฌธ ๋˜๋Š” ์š”์ฒญ์„ ๋‚˜ํƒ€๋ƒ…๋‹ˆ๋‹ค. ๊ฐ ์˜๋„์—๋Š” Virtual Service Agent๊ฐ€ ์ง€์›์ด ํ•„์š”ํ•œ ์‚ฌ์šฉ์ž์˜ ์š”์ฒญ์„ ์ธ์‹ํ•˜๋Š” ๋ฐ ๋„์›€์ด ๋˜๋Š” ์ผ๋ จ์˜ ํ•™์Šต ๊ตฌ๋ฌธ ๋ฐ Virtual Service Agent์— ๋Œ€ํ•œ ์‘๋‹ต์„ ๊ธฐ๋ฐ˜์œผ๋กœ ์ง€์›์ด ํ•„์š”ํ•œ ์‚ฌ์šฉ์ž๊ฐ€ ๋ฌธ์ œ๋ฅผ ํ•ด๊ฒฐํ•˜๋„๋ก ์•ˆ๋‚ดํ•˜๋Š” ๋Œ€ํ™”ํ˜• ํ๋ฆ„์ด ํฌํ•จ๋˜์–ด ์žˆ์Šต๋‹ˆ๋‹ค. ์˜๋„๋Š” ๋‹ค์Œ๊ณผ ๊ฐ™์€ ์งˆ๋ฌธ์— ์œ ์šฉํ•ฉ๋‹ˆ๋‹ค.

  • ๋‹จ๊ณ„๋ณ„ ์ž‘์—…/๋ฌธ์ œ ํ•ด๊ฒฐ์ด ํ•„์š”
  • ์ •๋ณด ์ˆ˜์ง‘ ๋ฐ ๋ถ„๋ฅ˜๊ฐ€ ํ•„์š”
  • ์›น ์š”์ฒญ์„ ํ†ตํ•œ ์ž๋™ ์กฐ์น˜๊ฐ€ ํ•„์š”

์˜ˆ: ์†Œํ”„ํŠธ์›จ์–ด ์•ก์„ธ์Šค ์š”์ฒญ, ์ธ์‹œ๋˜ํŠธ ๋ณด๊ณ , ์ƒˆ ํ•˜๋“œ์›จ์–ด, ์กฐ๋‹ฌ ์š”์ฒญ, ์˜จ๋ณด๋”ฉ ์›Œํฌํ”Œ๋กœ

์ฆ‰์‹œ ์‚ฌ์šฉํ•  ์ˆ˜ ์žˆ๋Š” ํ…œํ”Œ๋ฆฟ ๋ฐ ์ฝ”๋“œ๊ฐ€ ์ ๊ฑฐ๋‚˜ ์ฝ”๋“œ๊ฐ€ ํ•„์š”ํ•˜์ง€ ์•Š์€ ํŽธ์ง‘๊ธฐ๋กœ ์˜๋„๋ฅผ ์‰ฝ๊ฒŒ ๊ตฌ์„ฑํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. Virtual Service Agent๋Š” ๋˜ํ•œ ์ƒ์„ฑํ˜• AI๋ฅผ ์‚ฌ์šฉํ•˜์—ฌ ํŒ€์˜ ๊ณผ๊ฑฐ ํ‹ฐ์ผ“ ๋ฐ์ดํ„ฐ๋ฅผ ๊ธฐ๋ฐ˜์œผ๋กœ ๊ด€๋ จ ์˜๋„๋ฅผ ์ œ์•ˆํ•˜๊ณ  ์‹ค์ œ๋กœ ์„ค๋ช… ๋ฐ ํ•™์Šต ๊ตฌ๋ฌธ๊ณผ ๊ฐ™์€ ์ผ๋ถ€ ๊ธฐ๋ณธ ์„ค์ •์„ ์ฑ„์›Œ ์ค๋‹ˆ๋‹ค.

HR ์„œ๋น„์Šค ๊ด€๋ฆฌ ํ”„๋กœ์ ํŠธ ํ…œํ”Œ๋ฆฟ์˜ ์Šคํฌ๋ฆฐ์ƒท

Virtual Service Agent์˜ AI ๋‹ต๋ณ€

AI ๋‹ต๋ณ€์€ Atlassian Intelligence์˜ ์ƒ์„ฑํ˜• AI๋ฅผ ์‚ฌ์šฉํ•˜์—ฌ ์—ฐ๊ฒฐ๋œ ์ฐธ์กฐ ์ž๋ฃŒ ์ŠคํŽ˜์ด์Šค๋ฅผ ๊ฒ€์ƒ‰ํ•˜๊ณ  ๊ณ ๊ฐ ์งˆ๋ฌธ์— ๋‹ตํ•ฉ๋‹ˆ๋‹ค. ์ด ๊ธฐ๋Šฅ์€ ์ตœ์†Œํ•œ์˜ ์„ค์ •๋งŒ ํ•„์š”ํ•˜๋ฏ€๋กœ Virtual Service Agent๋ฅผ ๋น ๋ฅด๊ฒŒ ์‹œ์ž‘ํ•˜๋Š” ๋ฐ ์œ ์šฉํ•˜๋ฉฐ ๋‹ค์Œ๊ณผ ๊ฐ™์€ ์ง€์› ์š”์ฒญ์„ ์ค„์ด๋Š” ๋ฐ ํŠนํžˆ ํšจ๊ณผ์ ์ž…๋‹ˆ๋‹ค.

  • ์ •๋ณด ๋˜๋Š” ์•ˆ๋‚ด๋ฅผ ์ œ๊ณตํ•˜์—ฌ ํ•ด๊ฒฐํ•  ์ˆ˜ ์žˆ์Œ
  • ๊ธฐ์กด ์ฐธ์กฐ ์ž๋ฃŒ ๋ฌธ์„œ์—์„œ ๋‹ค๋ฃจ๊ฑฐ๋‚˜ ์‰ฝ๊ฒŒ ์ถ”๊ฐ€ํ•  ์ˆ˜ ์žˆ์Œ
  • ์ผ๋ฐ˜์ ์œผ๋กœ ์—์ด์ „ํŠธ(์‚ฌ๋žŒ)์—๊ฒŒ ์—์Šค์ปฌ๋ ˆ์ด์…˜ํ•  ํ•„์š”๊ฐ€ ์—†์Œ

BYOD ์„ค์ •, VPN ์žฌ์„ค์ • ๋ฐ ์‚ฌ๋ฌด์‹ค Wi-Fi ์—ฐ๊ฒฐ๊ณผ ๊ฐ™์€ ๊ธฐ๋ณธ์ ์ธ IT ์•ˆ๋‚ด

๋ณต๋ฆฌํ›„์ƒ, ๊ฒฝ๋น„, ํœด์ผ ๋“ฑ๊ณผ ๊ฐ™์€ ํšŒ์‚ฌ ์ •์ฑ… ๊ณต์œ .

Slack ์ฐฝ

AI ๋‹ต๋ณ€ ์„ค์ •

AI ๋‹ต๋ณ€์„ ์„ค์ •ํ•˜๋ ค๋ฉด ๋จผ์ € Virtual Service Agent ์ž…๋ ฅ ์ฑ„๋„์„ ๊ตฌ์„ฑํ•ด์•ผ ํ•ฉ๋‹ˆ๋‹ค. ์ด ์ž‘์—…์„ ์ˆ˜ํ–‰ํ•˜๋Š” ๋ฐฉ๋ฒ•์€ Virtual Service Agent ์ œํ’ˆ ๊ฐ€์ด๋“œ์—์„œ ์ž์„ธํžˆ ์•Œ์•„๋ณผ ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

์…€ํ”„ ์„œ๋น„์Šค ๊ธฐ์ˆ  ์ž๋ฃŒ ์—ฐ๊ฒฐ

์ž…๋ ฅ ์ฑ„๋„์„ ์‚ฌ์šฉํ•  ์ค€๋น„๊ฐ€ ๋˜๋ฉด Confluence ๋˜๋Š” Jira Service Management์˜ ๊ธฐ๋ณธ ์ฐธ์กฐ ์ž๋ฃŒ๋ฅผ ํ†ตํ•ด ํ”„๋กœ์ ํŠธ์™€ ์—ฐ๊ฒฐ๋œ ์ฐธ์กฐ ์ž๋ฃŒ๊ฐ€ ์žˆ๋Š”์ง€ ํ™•์ธํ•ด์•ผ ํ•ฉ๋‹ˆ๋‹ค. Jira Service Management์—์„œ ๋ฐ”๋กœ ์ฐธ์กฐ ์ž๋ฃŒ๋ฅผ ๋งŒ๋“ค๊ฑฐ๋‚˜ Confluence์— ์ด๋ฏธ ์žˆ๋Š” ๊ธฐ์กด FAQ ๋ฐ ๋ฌธ์„œ๋ฅผ ํ†ตํ•ฉํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

์„œ๋น„์Šค ํ”„๋กœ์ ํŠธ์˜ ์š”์ฒญ ์œ ํ˜•์„ ์ถ”๊ฐ€ ๋˜๋Š” ์‚ฌ์šฉ์ž ์ง€์ •ํ•˜๋Š” ์Šคํฌ๋ฆฐ์ƒท
์ •๋ณด ์•„์ด์ฝ˜

์ „๋ฌธ๊ฐ€ ํŒ: ๊ธฐ์ˆ  ์ž๋ฃŒ ๊ถŒํ•œ ์„ค์ •์„ ๋‹ค์‹œ ํ™•์ธํ•˜์„ธ์š”

๋งํฌ๋œ ๊ธฐ์ˆ  ์ž๋ฃŒ ์ŠคํŽ˜์ด์Šค๋Š” ๋ณผ ์ˆ˜ ์žˆ๋Š” ์‚ฌ์šฉ์ž์—์„œ ๋กœ๊ทธ์ธํ•œ ๋ชจ๋“  ์‚ฌ์šฉ์ž๋กœ ์„ค์ •ํ•ด์•ผ ํ•ฉ๋‹ˆ๋‹ค.

AI ๋‹ต๋ณ€ ํ™œ์„ฑํ™”

์ฐธ์กฐ ์ž๋ฃŒ๋ฅผ ์‚ฌ์šฉํ•  ์ค€๋น„๊ฐ€ ๋˜์—ˆ์œผ๋ฉด ์ด์ œ Virtual Service Agent ์„ค์ •์—์„œ AI ๋‹ต๋ณ€์„ ํ™œ์„ฑํ™”ํ•  ์ฐจ๋ก€์ž…๋‹ˆ๋‹ค.

์™ผ์ชฝ ํƒ์ƒ‰ ๋ฉ”๋‰ด์—์„œ ํ”„๋กœ์ ํŠธ ์„ค์ •์„ ์„ ํƒํ•œ ๋‹ค์Œ Virtual Service Agent๋ฅผ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค. ์„ค์ •์„ ์„ ํƒํ•œ ๋‹ค์Œ ์•„์ง ์„ ํƒํ•˜์ง€ ์•Š์€ ๊ฒฝ์šฐ ๊ธฐ๋ณธ ์„ค์ •์„ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค. Atlassian Intelligence ๋‹ต๋ณ€ ์˜†์˜ ํ† ๊ธ€์„ ์„ ํƒํ•œ ๋‹ค์Œ ํ™œ์„ฑํ™”๋ฅผ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.

์ง์› ์˜จ๋ณด๋”ฉ ์š”์ฒญ ์œ ํ˜•์„ ํŽธ์ง‘ํ•˜๋Š” ์Šคํฌ๋ฆฐ์ƒท

Slack์—์„œ Virtual Service Agent๋ฅผ ์‚ฌ์šฉํ•˜๋Š” ๊ฒฝ์šฐ ํŠน์ • Slack ์š”์ฒญ ์ฑ„๋„์— ๋Œ€ํ•ด AI ๋‹ต๋ณ€์„ ํ™œ์„ฑํ™”ํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. ์„ค์ •์˜ ์š”์ฒญ ์ฑ„๋„๋กœ ์ด๋™ํ•ฉ๋‹ˆ๋‹ค. ํ™œ์„ฑํ™”ํ•˜๋ ค๋Š” ์š”์ฒญ ์ฑ„๋„ ์˜†์˜ AI ๋‹ต๋ณ€์—์„œ ํ† ๊ธ€์„ ์„ ํƒํ•œ ๋‹ค์Œ ํ™œ์„ฑํ™”๋ฅผ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.

์‹ ๊ทœ ์ง์› ์ •๋ณด์— ๋Œ€ํ•œ ์–‘์‹์˜ ์Šคํฌ๋ฆฐ์ƒท
์ •๋ณด ์•„์ด์ฝ˜

์ „๋ฌธ๊ฐ€ ํŒ: Virtual Service Agent ์‚ฌ์šฉ์„ ์œ„ํ•œ ์ฐธ์กฐ ์ž๋ฃŒ ๋ฌธ์„œ๋ฅผ ๊ตฌ์„ฑํ•  ๋•Œ AI ๋‹ต๋ณ€์€ ํ˜„์žฌ ์ด๋ฏธ์ง€์—์„œ ์ •๋ณด๋ฅผ ์ถ”์ถœํ•˜์ง€ ์•Š์œผ๋ฉฐ ์ผ๋ฐ˜์ ์œผ๋กœ Confluence์˜ ํ‘œ์— ํฌํ•จ๋˜์ง€ ์•Š์€ ๋ณต์‚ฌ๋ณธ์— ๊ฐ€์žฅ ์ ํ•ฉํ•ฉ๋‹ˆ๋‹ค.


AI ์š”์•ฝ

Jira Service Management ์ด์Šˆ์— ๋Œ€ํ•œ ๊ธด ์„ค๋ช…๊ณผ ์ˆ˜๋งŽ์€ ๋Œ“๊ธ€์„ ์ฝ๋Š” ๋Œ€์‹  Atlassian Intelligence๋ฅผ ์‚ฌ์šฉํ•˜๋ฉด ์ด ์ •๋ณด๋ฅผ ๋น ๋ฅด๊ฒŒ ์š”์•ฝํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. ์ƒˆ๋กœ์šด ์ดํ•ด ๊ด€๊ณ„์ž๋ฅผ ์‰ฝ๊ฒŒ ์ฐธ์—ฌ์‹œํ‚ค๊ฑฐ๋‚˜ ์ƒˆ ์—์ด์ „ํŠธ์—๊ฒŒ ํ‹ฐ์ผ“์„ ์ „ํ™˜ํ•˜๊ฑฐ๋‚˜ ์ด์Šˆ์— ๋Œ€ํ•œ ์ตœ์‹  ์ •๋ณด๋ฅผ ์–ป์„ ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

์‹ ๊ทœ ์ง์› ์ •๋ณด์— ๋Œ€ํ•œ ์–‘์‹์˜ ์Šคํฌ๋ฆฐ์ƒท

AI ์š”์•ฝ์„ ์‚ฌ์šฉํ•˜๋ ค๋ฉด ๋‹ค์Œ์„ ์ˆ˜ํ–‰ํ•ฉ๋‹ˆ๋‹ค.

  1. Jira Service Management ํ”„๋กœ์ ํŠธ์—์„œ ์›ํ•˜๋Š” ์ด์Šˆ๋กœ ์ด๋™ํ•ฉ๋‹ˆ๋‹ค.
  2. ํ™œ๋™ ์„น์…˜๊นŒ์ง€ ์•„๋ž˜๋กœ ์Šคํฌ๋กคํ•ฉ๋‹ˆ๋‹ค.
  3. ๋Œ“๊ธ€์„ ์„ ํƒํ•œ ๋‹ค์Œ ์š”์•ฝ์„ .์„ ํƒํ•ฉ๋‹ˆ๋‹ค.

    1. Atlassian Intelligence์—์„œ ์ƒ์„ฑํ•œ ์š”์•ฝ์€ ๋ณธ์ธ๋งŒ ๋ณผ ์ˆ˜ ์žˆ์œผ๋ฉฐ, ์ด์Šˆ์—์„œ ๋‹ค๋ฅธ ๊ณณ์œผ๋กœ ์ด๋™ํ•˜๋ฉด ์š”์•ฝ์ด ์‚ฌ๋ผ์ง‘๋‹ˆ๋‹ค. ์ด์Šˆ์˜ ์„ธ๋ถ€ ์ •๋ณด๋Š” ์›ํ•˜๋Š” ๋งŒํผ ์š”์•ฝํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.
์ •๋ณด ์•„์ด์ฝ˜

์ „๋ฌธ๊ฐ€ ํŒ: AI ์š”์•ฝ ๊ธฐ๋Šฅ์€ Virtual Service Agent์™€ ํ•จ๊ป˜ ์‚ฌ์šฉํ•  ๋•Œ ํšจ๊ณผ์ ์œผ๋กœ ์ž‘๋™ํ•ฉ๋‹ˆ๋‹ค. Virtual Service Agent๊ฐ€ ํ‹ฐ์ผ“์„ ์—ด๊ธฐ ์ „์— ์ง€์›์ด ํ•„์š”ํ•œ ์‚ฌ์šฉ์ž์˜ ์ •๋ณด๋ฅผ ์ˆ˜์ง‘ํ•˜๊ธฐ ์œ„ํ•ด ์—ฌ๋Ÿฌ ์งˆ๋ฌธ์„ ํ•˜๋Š” ๋ณต์žกํ•œ ์˜๋„ ํ๋ฆ„์˜ ๊ฒฝ์šฐ ํ• ๋‹น๋œ ์—์ด์ „ํŠธ๋Š” AI ์š”์•ฝ์„ ์‚ฌ์šฉํ•˜์—ฌ Virtual Service Agent๊ฐ€ ์บก์ฒ˜ํ•œ ์ด์Šˆ ์ปจํ…์ŠคํŠธ๋ฅผ ์‹ ์†ํ•˜๊ฒŒ ํŒŒ์•…ํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.


์ด์Šˆ ํŽธ์ง‘๊ธฐ์˜ ์ƒ์„ฑํ˜• AI

์ถ”์ฒœ ํฌํ„ธ์ด ํ‘œ์‹œ๋œ ๋„์›€๋ง ์„ผํ„ฐ์˜ ์Šคํฌ๋ฆฐ์ƒท

๋˜ํ•œ Atlassian Intelligence๋Š” ์—์ด์ „ํŠธ๊ฐ€ ๊ณ ๊ฐ์— ๋Œ€ํ•œ ์‘๋‹ต์„ ๋งŒ๋“ค๊ณ  ๊ฐœ์„ ํ•˜๋„๋ก ์ง€์›ํ•˜์—ฌ ์ดํ•ด ๊ด€๊ณ„์ž ๊ฐ„์˜ ๋ช…ํ™•ํ•˜๊ณ  ๊นŠ์ด ์žˆ๋Š” ์ปค๋ฎค๋‹ˆ์ผ€์ด์…˜์„ ๋ณด์žฅํ•ฉ๋‹ˆ๋‹ค. ์ด์Šˆ ํŽธ์ง‘๊ธฐ์˜ ์ƒ์„ฑํ˜• AI๋Š” ์—์ด์ „ํŠธ๊ฐ€ ๋” ๋‚˜์€ ์‘๋‹ต์„ ๋งŒ๋“ค๊ณ  ๋”์šฑ ์ „๋ฌธ์ ์ด๊ฑฐ๋‚˜ ๊ณต๊ฐํ•  ์ˆ˜ ์žˆ๋„๋ก ์–ด์กฐ๋ฅผ ์กฐ์ •ํ•˜๊ณ  ๊ธด ๊ธฐ์ˆ  ์ž๋ฃŒ ๋ฌธ์„œ๋ฅผ ์š”์•ฝํ•˜์—ฌ ๊ฐ„๋‹จํ•œ ์•ˆ๋‚ด๋ฅผ ์ œ๊ณตํ•˜๋Š” ๋“ฑ์˜ ์ž‘์—…์„ ์ˆ˜ํ–‰ํ•˜๋Š” ๋ฐ ๋„์›€์ด ๋  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

Jira Service Management ํ์˜ ์Šคํฌ๋ฆฐ์ƒท

์ƒ์„ฑํ˜• AI์˜ ์‚ฌ์šฉ ์‚ฌ๋ก€:

์ „๊ตฌ

๋ธŒ๋ ˆ์ธ์Šคํ† ๋ฐ

๊ณ ๊ฐ ์‘๋‹ต์„ ์‹œ์ž‘ํ•˜๋Š” ๋ฐฉ๋ฒ•์„ ์ž˜ ๋ชจ๋ฅด์‹œ๊ฒ ์Šต๋‹ˆ๊นŒ? Atlassian Intelligence๋Š” ๋ธŒ๋ ˆ์ธ์Šคํ†ฐ ๊ธฐ๋Šฅ์„ ํ†ตํ•ด ์‚ฌ์šฉ์ž์˜ ์ž…๋ ฅ ๋‚ด์šฉ์„ ๋ถ„์„ํ•˜๊ณ  ๊ณ ๊ฐ ์‘๋‹ต์— ๋Œ€ํ•œ ์ œ์•ˆ์„ ์ƒ์„ฑํ•˜์—ฌ ์ด์Šˆ ํ•ด๊ฒฐ์— ์˜๊ฐ์„ ์ฃผ๊ณ  ํ•ด๊ฒฐ ์†๋„๋ฅผ ๋†’์ž…๋‹ˆ๋‹ค.

๋ฉ”๋ชจ

๊ฐ„๋‹จํ•˜๊ฒŒ ์œ ์ง€

๊ฐ„๋‹จํ•˜๊ฒŒ ์œ ์ง€ํ•˜๋Š” ๊ธฐ๋Šฅ์„ ๊ฐ–์ถ˜ Atlassian Intelligence๋Š” ๊ณ ๊ฐ์— ๋Œ€ํ•œ ๊ธด ์‘๋‹ต์„ ๊ฐ„๊ฒฐํ•˜๊ฒŒ ์š”์•ฝํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. ์ด ๊ธฐ๋Šฅ์€ ๊ณ ๊ฐ์ด ์š”์ ์ด๋‚˜ ์ฃผ์š” ์•„์ด๋””์–ด๋ฅผ ๋น ๋ฅด๊ฒŒ ํŒŒ์•…ํ•ด์•ผ ํ•  ๋•Œ ์œ ์šฉํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

๋ฉ”๋ชจ

์š”์•ฝ

์š”์•ฝ ๊ธฐ๋Šฅ์€ ์—์ด์ „ํŠธ๊ฐ€ ๊ธด ์ฝ˜ํ…์ธ ๋ฅผ ๊ฐ„๊ฒฐํ•œ ์š”์•ฝ์œผ๋กœ ์••์ถ•ํ•˜์—ฌ ๋”์šฑ ์‰ฝ๊ฒŒ ์ดํ•ดํ•˜๊ณ  ํŒŒ์•…ํ•  ์ˆ˜ ์žˆ๋„๋ก ํ•ฉ๋‹ˆ๋‹ค. Atlassian Intelligence๋Š” ์ž…๋ ฅ ํ…์ŠคํŠธ๋ฅผ ๋ถ„์„ํ•˜๋ฉฐ ๊ฐ€์žฅ ๊ด€๋ จ์„ฑ์ด ๋†’๊ณ  ์ค‘์š”ํ•œ ์‚ฌํ•ญ์„ ์‹๋ณ„ํ•ฉ๋‹ˆ๋‹ค. ํŠน์ • ๋‹จ์–ด ๋˜๋Š” ๋ฌธ๊ตฌ์˜ ๋นˆ๋„, ํ…์ŠคํŠธ ๋‚ด ์ปจํ…์ŠคํŠธ ๋ฐ ๊ด€๋ จ๋œ ๊ฐ์ •์ด๋‚˜ ์ค‘์š”์„ฑ๊ณผ ๊ฐ™์€ ์š”์†Œ๋ฅผ ๊ณ ๋ คํ•ฉ๋‹ˆ๋‹ค.

ํƒœ๋ธ”๋ฆฟ์—์„œ ์ž‘์„ฑ

๊ธ€ ์ˆ˜์ค€ ํ–ฅ์ƒ

Atlassian Intelligence์˜ ๊ธ€ ์ˆ˜์ค€ ํ–ฅ์ƒ ๊ธฐ๋Šฅ์€ ์ œ์•ˆ ์‚ฌํ•ญ์„ ์ œ์‹œํ•˜์—ฌ ์—์ด์ „ํŠธ๊ฐ€ ๋”์šฑ ๋›ฐ์–ด๋‚œ ๊ธ€์„ ์ž‘์„ฑํ•  ์ˆ˜ ์žˆ๋„๋ก ํ•ฉ๋‹ˆ๋‹ค. ์ด๋Ÿฌํ•œ ์ œ์•ˆ ์‚ฌํ•ญ์—๋Š” ๋ฌธ๋ฒ• ์ˆ˜์ •, ๋‹จ์–ด ๊ถŒ์žฅ ์‚ฌํ•ญ, ์„œ์‹ ๋“ฑ์ด ํฌํ•จ๋  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. Atlassian Intelligence๋Š” ์ œ์•ˆํ•œ ๊ฐœ์„  ์‚ฌํ•ญ๊ณผ ํ•จ๊ป˜ ๊ฐ ์ œ์•ˆ์— ๋Œ€ํ•œ ์„ค๋ช…๊ณผ ์ด์œ ๋„ ์ œ๊ณตํ•ฉ๋‹ˆ๋‹ค.

ํƒœ๋ธ”๋ฆฟ์—์„œ ์ž‘์„ฑ

๋งž์ถค๋ฒ• ๋ฐ ๋ฌธ๋ฒ• ์ˆ˜์ •

Atlassian Intelligence์˜ ๋งž์ถค๋ฒ• ๋ฐ ๋ฌธ๋ฒ• ์ˆ˜์ • ๊ธฐ๋Šฅ์„ ์‚ฌ์šฉํ•˜๋ฉด ๊ณ ๊ฐ ์‘๋‹ต์—์„œ ๋งž์ถค๋ฒ• ๋ฐ ๋ฌธ๋ฒ• ์‹ค์ˆ˜๋ฅผ ์‹๋ณ„ํ•˜๊ณ  ์ˆ˜์ •ํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. ์ด๋Ÿฌํ•œ ์ œ์•ˆ์€ ์ผ๋ฐ˜์ ์ธ ๋ฌธ๋ฒ• ๊ทœ์น™๊ณผ ์ฃผ๋ณ€ ํ…์ŠคํŠธ์˜ ๋ฌธ๋งฅ ๋ถ„์„์„ ๊ธฐ๋ฐ˜์œผ๋กœ ํ•ฉ๋‹ˆ๋‹ค. ์ œ์•ˆ๋œ ์ˆ˜์ • ์‚ฌํ•ญ์„ ํด๋ฆญํ•˜์—ฌ ์ˆ˜๋ฝํ•˜๊ฑฐ๋‚˜ ํ•„์š”์— ๋”ฐ๋ผ ์ˆ˜๋™์œผ๋กœ ๋ณ€๊ฒฝํ•  ์ˆ˜๋„ ์žˆ์Šต๋‹ˆ๋‹ค.

ํƒœ๋ธ”๋ฆฟ์—์„œ ์ž‘์„ฑ

์–ด์กฐ ๋ณ€๊ฒฝ

Atlassian Intelligence์˜ ์–ด์กฐ ๋ณ€๊ฒฝ ๊ธฐ๋Šฅ์„ ์‚ฌ์šฉํ•˜๋ฉด ๊ณ ๊ฐ ๋ฐ˜์‘์˜ ์–ด์กฐ๋ฅผ ์ˆ˜์ •ํ•˜์—ฌ ์—์ด์ „ํŠธ๊ฐ€ ํ•„์š”์— ๋”ฐ๋ผ ํ…์ŠคํŠธ ์Šคํƒ€์ผ ๋˜๋Š” ๋ถ„์œ„๊ธฐ๋ฅผ ์กฐ์ •ํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. ์บ์ฃผ์–ผ, ๊ต์œก์ , ๊ณต๊ฐ์ , ์ค‘๋ฆฝ์  ๋ฐ ์ „๋ฌธ์ ์ธ ์–ด์กฐ๋ฅผ ์‚ฌ์šฉํ•  ์ˆ˜ ์žˆ์œผ๋ฉฐ ๋‹ค์–‘ํ•œ ๊ณ ๊ฐ ์ƒํ™ฉ์˜ ์š”๊ตฌ ์‚ฌํ•ญ์„ ์ถฉ์กฑํ•ฉ๋‹ˆ๋‹ค.

์ด์Šˆ ํŽธ์ง‘๊ธฐ์—์„œ ์ƒ์„ฑํ˜• AI๋ฅผ ์‚ฌ์šฉํ•˜๋Š” ๋ฐฉ๋ฒ•:

์ด์Šˆ ํŽธ์ง‘๊ธฐ์˜ ์ƒ์„ฑํ˜• AI๋Š” ๋‘ ๊ฐ€์ง€ ๋ฐฉ๋ฒ•์œผ๋กœ ์•ก์„ธ์Šคํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

  1. ์ด์Šˆ ํŽธ์ง‘๊ธฐ ๋„๊ตฌ ๋ชจ์Œ์—์„œ Atlassian Intelligence ์•„์ด์ฝ˜์„ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.
  2. ์ด์Šˆ ํŽธ์ง‘๊ธฐ์— /ai๋ฅผ ์ž…๋ ฅํ•˜์—ฌ Atlassian Intelligence๋ฅผ ๋ถˆ๋Ÿฌ์˜ต๋‹ˆ๋‹ค.

๊ธฐ์ˆ  ์ž๋ฃŒ ๋ฌธ์„œ๋ฅผ ์œ„ํ•œ ์ƒ์„ฑํ˜• AI

Atlassian Intelligence๋Š” ์ด์Šˆ ํŽธ์ง‘๊ธฐ๋ฅผ ์œ„ํ•œ ์ƒ์„ฑํ˜• AI ์™ธ์—๋„ ์—์ด์ „ํŠธ๊ฐ€ Jira Service Management ์ด์Šˆ์—์„œ ๋ฐ”๋กœ ๊ธฐ์ˆ  ์ž๋ฃŒ ๋ฌธ์„œ๋ฅผ ๋งŒ๋“ค ์ˆ˜ ์žˆ๋„๋ก ์ง€์›ํ•ฉ๋‹ˆ๋‹ค. ๋ช‡ ๊ฐ€์ง€ ๊ฐ„๋‹จํ•œ ๋‹จ๊ณ„๋งŒ์œผ๋กœ ์ƒˆ ๋ฌธ์„œ์— ๋Œ€ํ•œ ์ฝ˜ํ…์ธ ๋ฅผ ์‰ฝ๊ฒŒ ๋ธŒ๋ ˆ์ธ์Šคํ†ฐํ•˜๊ณ  ๋งž์ถค๋ฒ•๊ณผ ๋ฌธ๋ฒ•์ด ์ •ํ™•ํ•œ์ง€ ํ™•์ธํ•˜๊ณ  ๊ณ ๊ฐ์ด ๊ณต๊ฐํ•  ์ˆ˜ ์žˆ๋Š” ์ „๋ฌธ์ ์ธ ๋ฌธ์„œ๋ฅผ ๋งŒ๋“ค ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

SLA(์„œ๋น„์Šค ์ˆ˜์ค€ ๊ณ„์•ฝ) ์„ค์ •์˜ ์Šคํฌ๋ฆฐ์ƒท

์ƒ์„ฑํ˜• AI๋ฅผ ์‚ฌ์šฉํ•˜์—ฌ ๊ธฐ์ˆ  ์ž๋ฃŒ ๋ฌธ์„œ๋ฅผ ๋งŒ๋“œ๋Š” ๋ฐฉ๋ฒ•

Jira Service Management ์ด์Šˆ ๋ณด๊ธฐ์—์„œ ๋‹ค์Œ์„ ์ˆ˜ํ–‰ํ•ฉ๋‹ˆ๋‹ค.

  1. ํ”„๋กœ์ ํŠธ ์‚ฌ์ด๋“œ๋ฐ” ํƒ์ƒ‰์—์„œ ๊ธฐ์ˆ  ์ž๋ฃŒ๋ฅผ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.
  2. ๋ฌธ์„œ ๋งŒ๋“ค๊ธฐ๋ฅผ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.
  3. ๋ฌธ์„œ๋ฅผ ๋งŒ๋“ค ๊ธฐ์ˆ  ์ž๋ฃŒ ๊ณต๊ฐ„์„ ์„ ํƒํ•œ ํ›„ ๋‹ค์Œ์„ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.
  4. ๋„๊ตฌ ๋ชจ์Œ์„ ํ†ตํ•ด ๋˜๋Š” ํŽธ์ง‘๊ธฐ์— /ai๋ฅผ ์ž…๋ ฅํ•˜์—ฌ Atlassian Intelligence๋ฅผ ๋ถˆ๋Ÿฌ์˜ต๋‹ˆ๋‹ค.
  5. ์›ํ•˜๋Š” ํ”„๋กฌํ”„ํŠธ๋ฅผ ์ž‘์„ฑํ•ฉ๋‹ˆ๋‹ค.
  6. Atlassian Intelligence๋Š” ์‹œ์ž‘์ ์œผ๋กœ ์‚ฌ์šฉํ•  ์ˆ˜ ์žˆ๋Š” ์ดˆ์•ˆ์„ ์ œ๊ณตํ•ฉ๋‹ˆ๋‹ค.

์š”์ฒญ ์œ ํ˜• ์ œ์•ˆ

์š”์ฒญ ์œ ํ˜• ์ œ์•ˆ์€ ํŒ€์—์„œ ๊ด€๋ฆฌํ•˜๋Š” ์ž‘์—… ์œ ํ˜•์— ๋Œ€ํ•œ ์„ค๋ช…์„ ๊ธฐ๋ฐ˜์œผ๋กœ ์š”์ฒญ ์œ ํ˜•์„ ์ง€๋Šฅ์ ์œผ๋กœ ์ œ์•ˆํ•˜์—ฌ ์„œ๋น„์Šค ๋ฐ์Šคํฌ๋ฅผ ๋งŒ๋“ค ๋•Œ ์ถ”์ธก์„ ์ค„์ผ ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค. Atlassian Intelligence๋Š” IT ๋ฐ HR์—์„œ ๋ฐ˜๋ ค๊ฒฌ ๋ฏธ์šฉ๊ณผ ์ผ€์ดํ„ฐ๋ง ๋ถ„์•ผ์— ์ด๋ฅด๊ธฐ๊นŒ์ง€ ๋‹ค์–‘ํ•œ ์‚ฌ์šฉ ์‚ฌ๋ก€์˜ ์š”์ฒญ ์œ ํ˜•์„ ์ œ์•ˆํ•˜๊ณ  ๋ช‡ ๋ฒˆ์˜ ํด๋ฆญ๋งŒ์œผ๋กœ ์„œ๋น„์Šค ๋ฐ์Šคํฌ์— ์ถ”๊ฐ€ํ•  ์ˆ˜ ์žˆ์Šต๋‹ˆ๋‹ค.

Atlassian Intelligence๋ฅผ ์‚ฌ์šฉํ•˜์—ฌ ์š”์ฒญ ์œ ํ˜•์„ ๋งŒ๋“ค๊ณ  ๋‚˜๋ฉด ์–‘์‹๊ณผ ํ•„๋“œ๋ฅผ ๋” ์ถ”๊ฐ€ํ•˜์—ฌ ๊ณ ๊ฐ์˜ ๊ด€๋ จ ์„ธ๋ถ€ ์ •๋ณด๋ฅผ ๋ชจ๋‘ ์บก์ฒ˜ํ•˜๊ณ  ํ•„์š”ํ•œ ๊ฒฝ์šฐ ์›Œํฌํ”Œ๋กœ๋ฅผ ์กฐ์ •ํ•  ์ˆ˜๋„ ์žˆ์Šต๋‹ˆ๋‹ค.

ํŒ€์ด Jira Service Management๋ฅผ ์‚ฌ์šฉํ•˜๋„๋ก ์ดˆ๋Œ€ํ•˜๋Š” ์Šคํฌ๋ฆฐ์ƒท

์š”์ฒญ ์œ ํ˜• ์ œ์•ˆ์„ ์‚ฌ์šฉํ•˜๋Š” ๋ฐฉ๋ฒ•:

  1. ํ”„๋กœ์ ํŠธ ์„ค์ • > ์š”์ฒญ ์œ ํ˜•์œผ๋กœ ์ด๋™ํ•ฉ๋‹ˆ๋‹ค.
  2. ์ œ์•ˆ์„ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.
  3. ํŒ€์—์„œ ๊ด€๋ฆฌํ•˜๋Š” ์ž‘์—… ์œ ํ˜•์„ ์„ค๋ช…ํ•ฉ๋‹ˆ๋‹ค.
  4. AI ์ œ์•ˆ ๋ชฉ๋ก์—์„œ ์š”์ฒญ ์œ ํ˜•์„ ์„ ํƒํ•œ ํ›„ ๋งŒ๋“ค๊ธฐ๋ฅผ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.
  5. ์š”์ฒญ ์œ ํ˜•์˜ ์ด๋ฆ„, ์„ค๋ช…, ์•„์ด์ฝ˜ ๋ฐ ์ด์Šˆ ์œ ํ˜•์„ ํ™•์ธํ•ฉ๋‹ˆ๋‹ค.
  6. ๋‹ค์Œ์„ ์„ ํƒํ•œ ํ›„ ์š”์ฒญ ์œ ํ˜•์„ ํฌํ„ธ ๊ทธ๋ฃน์— ์ถ”๊ฐ€ํ•ฉ๋‹ˆ๋‹ค.
  7. ๋งŒ๋“ค๊ธฐ๋ฅผ ์„ ํƒํ•ฉ๋‹ˆ๋‹ค.

Jira Service Management์˜ ๊ธฐํƒ€ ์ง€๋Šฅํ˜• ๊ฒฝํ—˜

Beyond Atlassian Intelligence, additional intelligent experiences built on data-driven algorithms and powerful machine learning are baked into every part of Jira Service Management.

Similar requests and incidents

With the similar requests panel enabled, you can easily find issues in your service project that are similar to the issues youโ€™re currently working on. The similar requests panel can surface similar requests, incidents, problems, changes, and even post-incident reviews, empowering agents to determine whether there are duplicate issues they can close, previous tickets that will help them resolve issues faster, or similar incidents that warrant a major incident escalation.

๋„์›€๋ง ์„ผํ„ฐ์— ํ‘œ์‹œ๋œ ์ง€์‹ ๋ฌธ์„œ์˜ ์Šคํฌ๋ฆฐ์ƒท
์ •๋ณด ์•„์ด์ฝ˜

The similar requests panel uses Natural Language Processing (NLP) to provide a list of recent requests that have similar titles or descriptions to the one you are currently viewing.

For similar incidents, the results are also AI-powered. To help improve results, you can give feedback by reacting ๐Ÿ‘ or ๐Ÿ‘Ž to a result.

To enable or disable the similar request panel:

  1. ์„œ๋น„์Šค ํ”„๋กœ์ ํŠธ์—์„œ ํ”„๋กœ์ ํŠธ ์„ค์ •์œผ๋กœ ์ด๋™ํ•ฉ๋‹ˆ๋‹ค.
  2. Select Features.
  3. Turn on/off the Similar requests panel toggle.

Smarts-enabled help center search

The help center is where your customers go to get information and raise requests. From there, they can view the portal for each service project they have access to, search for request forms and knowledge base articles, and see the requests they have raised over time.

๊ฐ€์ƒ ์—์ด์ „ํŠธ ์˜๋„

When searching the help center, Jira Service Management provides a powerful smarts-enabled search bar that enables advanced search across your entire portfolio using data-driven algorithms and machine learning techniques.

๊ฐ€์ƒ ์—์ด์ „ํŠธ ์˜๋„

The help center search provides relevant self-help resources from your knowledge base and request forms across your service portals by identifying a user's recent behavior along with their search context, sharing the most relevant options specifically for them. Best of all, smarts learns over time to improve these predictive results for your customers so they can be more productive and get help faster.

To customize the help center:

  1. ์„œ๋น„์Šค ํ”„๋กœ์ ํŠธ์—์„œ ํ”„๋กœ์ ํŠธ ์„ค์ •์œผ๋กœ ์ด๋™ํ•ฉ๋‹ˆ๋‹ค.
  2. Select Portal settings.
  3. Select the link in the Customize your help center section.

๊ด€๋ จ ์ง€์‹ ๋ฌธ์„œ

Beyond the help center, smarts can also recommend knowledge base articles directly from the issue view for your agents to share with customers. Relevant knowledge articles are also based on issue context and user behavior, just like in the help center.

๊ฐ€์ƒ ์—์ด์ „ํŠธ ์˜๋„

Knowledge articles related to the current issue will appear in the details section of the issue view and can be shared with customers with a single click. If a related article doesn't appear, you also have the option to manually search for an article or create a new article directly from the issue.

Predictive agent assignment and @mentions

Finally, collaboration is all about pulling in the right person at the right time to complete a project or move it forward. With predictive user pickers in Jira Service Management, smarts recommends a list of people to bring into an issue by knowing who you regularly work with and what youโ€™re currently working on. Quickly assign an agent to an issue by selecting the assignee field, or use @ to display a list of users who can potentially help with resolving an issue.

Predictive assignments
์ •๋ณด ์•„์ด์ฝ˜

By learning from past behavior, smarts can predict the top five most likely assignees with an accuracy of 86 percent.

์‹œ์ž‘ํ•˜๊ธฐ

์—”ํ„ฐํ”„๋ผ์ด์ฆˆ ์„œ๋น„์Šค ๊ด€๋ฆฌ

์œ ์šฉํ•œ ์ •๋ณด์™€ ํŒ

์–‘์‹ ๋””์ž์ธ