At its flagship event Team '23, Atlassian unveiled a new AI-based chatbot solution called Atlassian Intelligence (AI). This solution is based on OpenAI's technology and offers numerous features to help teams collaborate effectively. We were able to take a first look at AI in Las Vegas.
During the keynote presentation of Atlassian Intelligence, Atlassian presented five application areas that we would like to take a closer look at here:
Get instant help
Atlassian Intelligence can help support teams handle customer requests more effectively and quickly. As a chatbot, AI can automatically answer simple questions and forward customer requests to the right person to ensure faster processing and solving of customer issues. In certain cases, requests can also be closed directly by Atlassian Intelligence; the keynote provided the following example:
According to Atlassian, more than half of all internal requests can be supported by Atlassian Intelligence in the first month.
Get up to speed
Also impressive is that Atlassian Intelligence ist able to summarize the history of a support ticket – this is especially helpful when dealing with tickets with many comments, attachments, or multiple topics.
It only takes one click and and it brings together the most important findings from an issue so that agents can keep track of it and even a new agent can take over an existing ticket without much effort.
Accelerate work
Similarly, Atlassian Intelligence can also formulate or paraphrase answers to customer questions in Jira Service Management. The tone or mood can also be selected, for example, empathetic:
The answers formulated by AI can still be individually adjusted by the agent before they are sent and are thus strictly speaking only suggestions. Agents still retain control.
We were particularly impressed that Atlassian Intelligence not only produces simple text, but also understands more complex queries and can also use advanced editor features, such as tables.
This also works in Confluence, for example when merging meeting notes:
Learn on the fly
Especially in larger organizations - but not only there – there is a lot of jargon, project names and abbreviations that are not directly familiar to new team members. This is where Atlassian Intelligence comes in, providing quick and straightforward summaries, comparable to a dictionary entry.
Atlassian Intelligence draws information from across the Atlassian instance to create short, concise summaries that can provide initial insight into a topic or project. An Explain button in the context menu can be used to trigger this feature.
Answer anything
And of course there is also the possibility to formulate very general questions to Atlassian Intelligence. This can happen via the chat/search field that will be provided in the future:
The queries are basically executed in the user context, so AI knows (as in the example above) who is making a query and can adapt the answer accordingly.
The ability to ask free-form questions is not limited to simple answers, but can also be used to create SQL queries in Atlassian Analytics.
And of course, JQL queries can be created in the same way:
Conclusion
Atlassian Intelligence is a powerful AI solution that helps teams work more effectively and handle customer requests faster and more accurately. The assistant can summarize Jira and Confluence pages, write and rewrite answers for customers in Jira Service Management, answer questions about data in Jira or Confluence, and translate free-form data queries into SQL and JQL. Overall, Atlassian Intelligence is an impressive tool that can streamline team workflows and increase efficiency. Those who are now also interested can join the early access waiting list.
