Turn off 'additional feedback' for AI Answers and Slack

[Steve Melzer]

We have a Slack channel called #ask-product where our Customer Service team and Account Managers can ask questions to the product team when they cannot find the answer elsewhere.  Typically there can be a lot of back and forth with many people in a thread of any question.  This is ultimately what we want AI Answers to replace.

For now we have a test Slack channel called #ask-ai where these same people will first ask their question to see if Atlassian Intelligence can answer it first.  We have this channel connected to a Jira project set up with a virtual agent and multiple Confluence spaces for knowledge.  It is working well and it is answering some questions and missing others.

We want to combine the two channels into one and have a one-stop shop.  The goal would be first AI Answers would take a swing at answering the question, but then the product team can still jump in.

It is close to working with one exception.  If AI Answers fails to answer the question, a ticket is raised and the flow ends and anyone can freely message on the thread without AI Answers jumping in.  If AI Answers does answer the question and you tell it that it answered the question, it asks for a score.  When you give it a score it then asks for any feedback.  At this point if a Product team member wanted to jump in and add any additional information to the person who asked the question or even say "No, wait, the answer you have is wrong", AI Answers will keep responding to each message "Hmm, this conversation was resolved, but it looks like you might still need some help. I’ll raise a request for you now". 

I would like to turn off the feedback so this flow ends.  Is this possible?

Thank you,
Steve

[Jehan Bhathena]

Hi @Steve Melzer 

This sounds like the Virtual Agent from JSM?

Unfortunately, once the conversation is over with the agent, you need to start a new one, I agree this sounds like a limitation, and I too haven't been able to work around it.

Have you tried using the Rovo integration though? That might be a step up from the current integration Atlassian Rovo | Slack Marketplace

[Steve Melzer]

@Jehan

Thank you for the response.  I would prefer to use the Rovo agent, as it does a MUCH better job of answering questions than the Virtual Agent (I have learned that the two use different technologies). 
However, I want to have Slack integration and I am not sure if I can use Rovo with Slack.  I have thought about trying to write my own Slack app to use Rovo (or AWS Bedrock) to do this, and I may decide to give that a shot in my free time.
If you know of a way to use Slack and Rovo, PLEASE let me know.  That would be the ideal solution.

Thanks,

Steve