AI-powered virtual agent

Intents in Jira Service Management represent a specific question, request, or problem that the virtual agent might be able to resolve for a help seeker, for example, VPN troubleshooting or a software access request. When the virtual agent detects an intent in a customer’s message, it asks them to confirm that the intent detected is correct. Once confirmed, the virtual agent starts the conversation flow for that intent.

Admins can create intents manually for any issue, or can use suggested intent templates that come pre-built with basic settings based on historical issue data or common requests for a particular team type.

In the virtual agent, there are two core ways to automate requests: intents and Atlassian Intelligence answers. Intents, which can be created manually or by the virtual agent via suggested templates, are great for requests that require information collection and triaging, guided troubleshooting, and/or an automated action via web request. When a customer sends a message, the virtual agent will always first try to match it to any existing intents. If no intents match, it’ll try to answer the question using Atlassian Intelligence answers.

Atlassian Intelligence answers uses generative AI to search across your linked knowledge base spaces and answer your customer questions without needing to create an intent. Atlassian Intelligence answers is ideal for customer questions that:

• Can be resolved by providing information or instructions
• Are covered in (or can be added to) your existing knowledge base articles
• Don’t usually need to be escalated to a human agent

Some AI-powered features in Jira Service Management, like Atlassian Intelligence answers, require you to activate Atlassian Intelligence at admin.atlassian.com before accessing them. To use Atlassian Intelligence answers in the virtual agent, an administrator will need to opt-in to enable Atlassian Intelligence for each Atlassian site and/or product managed by your organization. You do NOT need to enable Atlassian Intelligence to use virtual agent intents.

The Jira Service Management virtual agent is generally available in Slack with the Premium and Enterprise Editions of Jira Service Management.