Improve the performance of the virtual service agent in your help center

In the help center, the virtual service agent can help customers quickly get the information they need without having to manually search for articles or request forms.

Read more about the virtual service agent, or find out how to use the virtual service agent in your help center.

Once the virtual service agent is up and running in your help center, we recommend regularly checking on its performance to make sure it’s helping your customers.

View and improve the performance of the virtual service agent in your help center

You need to be a site admin or organization admin to see the performance of your virtual service agent in the help center.

To view and improve the performance of your virtual service agent in the help center:

1. From your service project, select Channels, and then Portal.

2. Select your avatar in the top right hand corner.

3. Select Virtual service agent.

4. Select Performance.

5. To get a sense of overall traffic and how the virtual service agent is performing, look at:

   • Conversations: The total number of conversations initiated by help seekers.

   • Matched: The percentage of conversations that were matched to any intent, and confirmed matched by the customer.

   • Resolved: The percentage of all conversations that were resolved by the virtual service agent without any human intervention. This includes conversations resolved after an Atlassian Intelligence answer was provided, and conversations resolved by an intent.

   • CSAT: The average customer satisfaction (CSAT) rating for conversations that were resolved by the virtual service agent.

6. To improve the performance of your virtual service agent in the help center, look at Create helpful articles.

   • You’ll see groupings of keywords that are being entered by customers, but aren’t returning responses from the virtual service agent. Use these keywords as a guide to create (or edit) intents or knowledge base articles in individual projects, to make sure that customers searching with these keywords get the help they need.

   • Create helpful articles may not appear on your Performance page until you’ve had enough unanswered questions to group keywords.

Read more about improving virtual service agent performance at the project level.