Download full articleThe buzz around AI is undeniable, but how is it truly impacting service management teams? According to Atlassian’s State of AI in Service Management report, 88% of organizations are already using AI. Most companies are well-aware of the growing value and necessity of AI, but it can be hard to know how to get the most out of it or even decide how to get started.
AI opportunity in service management
The way services are built and provisioned has changed drastically. Today, every organization has services enabled by digital technology. Meanwhile, AI is no longer a futuristic concept; it’s a present-day reality. With this in mind, Atlassian wanted to see how teams are using AI today and the benefits and challenges they’re encountering. Our report surveyed 500 professionals across IT Ops, R&D, HR, customer service, and more. It showed that teams using AI are experiencing improved decision-making, enhanced customer experiences, and increased workforce efficiency.
How Thumbtack successfully implemented AI to save 180 hours per month
One Atlassian customer has seen incredible results from AI. Thumbtack is a technology company that helps millions of people confidently take care of their home improvement initiatives. They looked to AI to power efficiency for their teams by automating repetitive tasks and freeing up agent time for more complex requests. With Atlassian’s AI capabilities in Jira Service Management, Thumbtack achieved:
– 180 hours saved per month
– 15% of tickets automatically resolved by the Virtual Service Agent
– 4.9/5 CSAT score
Atlassian unleashes AI for help-seekers, agents, and admins
With AI in Jira Service Management, Atlassian unleashes AI in three key ways. For help-seekers, it’s all about getting help exactly when and where you need it – we believe that you should be able to get help wherever you are. Whether you’re in Slack, Microsoft Teams, email, or the help center and portal, Jira Service Management’s Virtual Service Agent is there to assist you.
For agents, AI takes care of repetitive tasks and makes knowledge instantly accessible, so you can focus on what really matters – helping people. Atlassian’s AI capabilities keep tickets moving forward by giving a summary of the ticket and any previous solution attempts, finding SMEs who worked on similar requests, identifying possible next steps, and drafting responses.
Lastly for admins, AI makes getting started quick and easy. AI can provide suggestions for request types, help you set up automation rules using natural language, no coding necessary, and draft and update knowledge base articles.
Getting the most out of AI adoption
With the wide-spread hype and excitement about AI, it can be hard to know how to get started and where you’ll get the most value. Success stories like Thumbtack, and new research like Atlassian’s State of AI for Service Management Report, can help you understand where AI will have the most impact. The results speak for themselves – AI has the power to improve not only your agents’ workflows, but also your customers or employees’ experiences.
Register & learn more about this topic during Atlassian’s Nadeem Ather’s presentation at ITIL Tool Day 2024 on December 4.