Use AI answers in the virtual service agent

In the virtual service agent, Atlassian Intelligence answers (AI answers) uses generative artificial intelligence to search across your linked knowledge base spaces and answer your customer questions — without needing to create an intent. Read more about intents, or about using Atlassian Intelligence.

AI answers is ideal if you want to get up and running with the virtual service agent as quickly as possible, and your Jira Service Management project has:

• one or more linked knowledge base spaces

• knowledge base spaces with well structured, up-to-date information

AI answers work best 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 one of your agents

Find out how to set up your knowledge base for accurate AI answers.

How it works

AI answers searches across linked knowledge base spaces, then summarizes that information in response to customer questions.

If AI answers is active when your customer sends their first message, the virtual service agent will first try to match an intent. If no intents match with high confidence, it’ll try to answer the question using AI answers. Read more about the match intent standard flow.

The articles used by the virtual service agent to generate an answer will reflect the customer’s permissions for knowledge base articles – except in Slack, where only articles set to All logged-in users will be used for AI answers. Read more about knowledge base permissions.

Try AI answers before activating it for customers

If you have a knowledge base linked to your project, you can try out AI answers before you activate it for customers. Find out how to link a knowledge base space to your project, or how to test AI answers.

Activate or deactivate AI answers

You need to be a project admin to activate or deactivate AI answers.

Before you begin, make sure:

• your organization admin has turned on Atlassian Intelligence

• you have a knowledge base space linked to your project

• your linked knowledge base space is set to All logged-in users under Who can view

• the indexing language in Confluence Cloud matches the language of your linked knowledge base content

Activate or deactivate AI answers in the virtual service agent

1. Next to your project’s name in the sidebar, select More actions (•••), then Project settings.

2. Select Channels & self service, then Virtual service agent.

3. Select Manage in Studio, then Knowledge.

4. To activate AI answers, turn the toggle on next to AI answers, and then select Activate.

   • AI answers will start working immediately in all of your connected channels.

5. To deactivate AI answers, select Settings, then Deactivate AI answers, and then Deactivate.

   • AI answers will stop working immediately in all of your channels.

Activate or deactivate AI answers in the help center

Read more about using AI answers in your help center.