Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Use the virtual service agent in your help center
The virtual service agent in the help center is currently in open beta, and available to Premium and Enterprise Jira Service Management customers.
Allow customers visiting your help center to quickly get the information they need without having to manually search for articles or request forms. The virtual service agent uses machine learning to recognize questions and requests. It can automate repetitive tasks using turn-by-turn conversation flows, artificial intelligence connected to your knowledge base, or a combination of both. Read more about how the virtual service agent works.
How the virtual service agent works in your help center
Atlassian Intelligence answers
If projects linked to your help center have an active knowledge base (visible and searchable articles on your help center), the virtual service agent uses Atlassian Intelligence answers to summarize information from those articles when responding to customers. It may use information from articles in multiple projects in a single answer. Read more about Atlassian Intelligence answers.
Intents
If projects linked to your help center already use the virtual service agent and have any intents set to Live, the virtual service agent in the help center will try to match these intents when responding to customer queries. You can’t create intents for a help center – these must be created at the project level. Find out how to create or manage an intent.
Customers enter their question or search term into your help center’s search bar.
Depending on how the virtual service agent is configured, their query is matched to an intent, or answered using Atlassian Intelligence answers.
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 an Atlassian Intelligence answer is provided, the customer is asked if the answer resolved their problem.
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.
Activate or deactivate the virtual service agent in your help center
You need to be a site admin or organization admin to activate or deactivate the virtual service agent.
To activate or deactivate the virtual service agent in your help center:
From your service project, select Channels, and then Portal.
Select your avatar in the top right hand corner.
Select Virtual service agent.
Select Settings.
Use the toggle next to Virtual service agent to activate or deactivate the virtual service agent in your help center.
Once the virtual service agent is up and running, we recommend regularly checking on its performance to make sure it’s helping your customers. Find out how to view and improve the performance of the virtual service agent on your help center.
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