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About the virtual service agent
Allow customers visiting your help channels to quickly get the help they need, without having to manually search for articles or submit request forms. The virtual service agent answers common questions, resolves requests, or gathers information for your agents – potentially saving your team hours every day.
The virtual service agent can use generative artificial intelligence to search across your linked knowledge base spaces, summarize that information to answer customer questions, and remember context for follow-up questions. It can also walk customers through controlled, turn-by-turn conversation flows that can gather information, route them to the right request types, or take actions.
How the virtual service agent works
Customers enter their question or search term into one of your help channels.
Depending on how the virtual service agent is configured, their query is answered using Atlassian Intelligence answers or matched to an intent.
If an Atlassian Intelligence answer is provided, the customer is asked if the answer resolved their problem.
If an intent is matched, the virtual service agent walks that customer through the intent's conversation flow. If required by the conversation flow, an issue is automatically created for a human agent to resolve. If not, the virtual service agent asks whether or not the customer’s problem is resolved.
If the customer indicates that they still need help, the virtual service agent asks them to rephrase their question, or offers to create an issue for a human agent to resolve.
You can use Atlassian Intelligence answers, intents, or both – depending on how you want your virtual service agent to behave, how your project is set up, and what kind of help your customers usually need.
Atlassian Intelligence answers
Atlassian Intelligence answers uses generative artificial intelligence to search across your linked knowledge base spaces, and summarizes that information in response to customer questions.
Each answer includes a list of source articles that customers can click to read more, as well as a link to a related request form (if one is found).
Use Atlassian Intelligence answers if you:
want to get the virtual service agent up and running as quickly as possible
have an up to date knowledge base, or you’re willing to create one
are happy for generative artificial intelligence to summarize your knowledge base articles
Atlassian Intelligence answers are ideal for customer questions that:
can quickly 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 one of your human agents
To use Atlassian Intelligence answers, first set up your virtual service agent, and then activate Atlassian Intelligence answers.
Intents
An intent represents a specific problem, question, or request that your virtual service agent can help resolve for your customers. The virtual service agent uses machine learning to detect an intent in a customer’s message, then asks them to confirm that the detected intent is correct. Once confirmed, the virtual service agent starts the conversation flow for that intent.
A conversation flow behaves a lot like a normal conversation between two people: The virtual service agent says something, waits for the customer to respond, then replies accordingly. A well-designed conversation flow anticipates the things your customers might say, and makes sure they get the help they need.
Use intents if you:
don’t want artificial intelligence to summarize your knowledge base articles
want more control over what the virtual service agent says to your customers
want to use the virtual service agent to triage issues for your agents
Intents are ideal for customer questions that:
require a back-and-forth conversation that guides customers to specific information or to raise a request
need human agents to resolve, but would make their lives easier if they were routed to the right request type first
are resolved faster by gathering information from the customer before being handed off to a human agent
need actions to be taken that can be handled automatically using a web request
To use intents, first set up your virtual service agent, and then create your first intent.
Available channels
Find out which channels are available for the virtual service agent.
Get started
Find out how to set up your virtual service agent.
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