The Virtual Service Agent in JSM allows you to deflect repetitive requests, allowing your team to focus on more important tasks. It can also help customers quickly get help for tasks that do not require human intervention, such as:
- Password resets – the agent can redirect users to your corporate reset tool
- Software Access requests – The agent can gather information and create the request
How does this work? A customer asks the agent what they need help with. It then analyzes your pre-defined set of intents to match what the customer is looking for. When a matching intent is found, the customer is directed down a workflow to gather information (if needed) and direct them to the right outcome (Password reset, software provisioning).
If no matching intent is found the Agent then scans the knowledge base and passes the most relevant article to the customer.
What are intents? Intents in the Jira Service Management virtual service agent represent a specific question, request, or problem that the virtual service agent might be able to resolve for a customer, like VPN troubleshooting or a software access request. When the virtual service agent detects an intent in a customer’s message, it asks them to confirm that the intent detected is correct. Once confirmed, the virtual service agent starts the conversation flow for that intent.
The conversation flow is designed in a low code/no code designer, allowing the agent to gather information and present choices to a customer. For example, we may need to ask what OS their laptop is to give them the current VPN software. The flow allows for branching as well, to ask a serious of questions and get to the right solution to the problem for the customer.
At the end of every interaction the customer has the ability to create an Issue for further assistance if needed. All of the conversation history is stored in the Issue, allowing a human agent to have the full set of information.