Atlassian Acquires Percept AI—What that Means for Jira Service Management

Atlassian’s recent acquisition of Percept AI, an AI-powered virtual agent technology, is the most recent example of how the company continues to invest in Jira Service Management (JSM). Service management teams are under greater pressure than ever to deliver great customer service, and this acquisition builds on Atlassian’s commitment to helping those teams deliver exceptional service faster and at a greater scale.

Percept AI’s conversational AI engine is able to analyze charts and interpret intent, context, and sentiment, which enables it to help resolve Tier-1 support issues, transition those issues to the right human experts quickly and with the right information, and ultimately, to resolve them faster. The no-code technology means support teams will be able to customize the experience to their unique ways of working.

Jira Service Management already incorporates AI and machine learning—the technologies power predictive issue assignment, predictive triage, intelligent automation, and personalized search results. The acquisition of Percept AI will only add to the capabilities of JSM and empower teams to deliver better service.

Learn more about Atlassian’s Percept AI Acquisition

• Atlassian: Percept AI, Maker of AI-Powered Virtual Agent Technology, Joins the Atlassian Family
• TechCrunch: Atlassian Acquires Percept AI