Use the virtual service agent in your help center

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

1. Customers enter their question or search term into your help center’s search bar.

2. 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.

3. 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:

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 Settings.

5. Check the table to see what’s available for use in your help center’s virtual service agent:

   • Articles shows the number of articles in the knowledge base connected to each project. These articles will be used to respond to customers in the help center if you activate the virtual service agent. Keep in mind that multiple projects can be connected to the same knowledge base. If you see a dash (-) instead of a number, you may not have access to that project’s connected knowledge base.

   • AI answers shows the status of Atlassian Intelligence answers in each project’s virtual service agent. If this is active, you know that the project admin is already using their knowledge base articles to respond to customers. Read more about Atlassian Intelligence answers.

   • Live intents shows the number of live intents in each project’s virtual service agent. Read more about intents.

6. 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.