Virtual Service Agent and AI capabilities

[Jay Cameron]

We are starting down the path of using JSM as our Enterprise Helpdesk.

We are very interested in having an AI Powered Service Agent that can comb a Confluence Knowledge Base and provide GenAI type responses.

Example being "How do I reset my password?" would be answered by a list of steps as found in a KB article rather than a link to the KB article itself. The a conversational engagement to walk through solving it.  We would also like the conversation to NOT have this powered by manually created intents. We want this to be a ChatGPT like index of our knowledge that creates a smart agent. Low touch, high impact.

Is this possible in JSM today? If not, how close are we to having this functionality.

Thanks!

[Nick Nader]

Hi Jay,

This functionality isn't quite available yet. This would be something that Atlassian's Rovo AI is able to accomplish in the near future once they open it up to the Customer Portal in JSM. At the moment, Rovo agents are exclusively internal facing and the self-service functionality in the portal is limited to the Virtual Agent built Intents as you described. 

The closest thing to this functionality at the moment is turning on AI answers in the Virtual Agent settings, which leverages Atlassian Intelligence and your knowledge base to answers questions end users pose to the VA in the portal.

Here is the doc on how to get that setup

Hope this helps,

Nick with Isos

[Lori Brown]

If you have a Sandbox, I'd recommend seeing what the Rovo Agent does with your KB data. I've had some luck with it responding just like you're asking (for the initial question, anyway), but it's going to depend a lot on how well your documentation is written. In the case I was playing with, I used the out-of-the-box Rovo Agent with no customization and it could successfully tell me the steps to complete a process of similar complexity to a password change.

You're going to want to look at how it responds when the user asks for clarification on a step or describes a step going incorrectly. In my case, it started providing generic internet advice which did not apply in that case. So, it can get you to the right information, but it may struggle if you have not provided troubleshooting help in your doc.