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. Use the toggle next to Virtual service agent to activate or deactivate the virtual service agent in your help center.

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 view the performance of your virtual service agent in the help center.

To see the performance of 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 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.