Use Atlassian Intelligence answers in the virtual service agent

In the virtual service agent, Atlassian Intelligence 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.

Atlassian Intelligence 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

Atlassian Intelligence answers works 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 Atlassian Intelligence answers.

How it works

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

If Atlassian Intelligence 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 Atlassian Intelligence 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 Anyone will be used for Atlassian Intelligence answers. Read more about knowledge base permissions.

Try Atlassian Intelligence answers before activating it for customers

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

Activate or deactivate Atlassian Intelligence answers

You need to be a project admin to activate or deactivate Atlassian Intelligence 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 Atlassian Intelligence answers in the virtual service agent

1. From your service project, select Project settings, then Channels & self service, then Virtual service agent.

2. Select AI answers.

3. To activate Atlassian Intelligence answers, turn the toggle on next to Atlassian Intelligence answers, and then select Activate.

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

4. To deactivate Atlassian Intelligence answers, turn the toggle off next to Atlassian Intelligence answers, and then select Deactivate.

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

Activate or deactivate Atlassian Intelligence answers in the help center

Read more about using Atlassian Intelligence answers in your help center.