Software maker Jira Atlassian acquires AI-based customer support provider Percept.AI
The tectonic shift to remote working is here to stay. As a result, companies are being forced to rethink the capabilities and structure of their support experience. Every business, regardless of size, needs to offer customers and employees responsive, personalized, and high-quality virtual support 24/7. The acquisition of Percept.AI is another step towards better employee and customer experiences at scale, empowering people and streamlining processes with the right tools. Percept.AI helps teams automate Tier 1 support interactions and free up IT teams to focus on more complex tasks. That’s the goal of a product like Jira Service Management, which now has more than 35,000 customers from virtually every industry.
Edwin Wong, Head of Product Management for Jira Service Management at Atlassian, said, “By integrating Percept.AI with Jira Service Management, support teams will be able to deliver exceptional service even faster and, more importantly, , in large scale. Our larger vision is to create a unified platform for all forms of support and service desk. This acquisition further advances Jira Service Management intelligent experiences, enabling seamless chat-based conversations between customers and agents.
“Over the past few years, Atlassian has invested in building predictive and intelligent experiences into its products, with the goal of making teams more productive. Our AI and machine learning innovations are already powering predictive issue assignment, predictive triage, intelligent automation, and personalized search results in Jira Service Management today,” he said. added.
Atlassian acquired Percept.AI for its ability to understand much of the context behind a support request. Its conversational AI engine analyzes and understands intent, sentiment, context and profile information to personalize interactions. The transition from a virtual agent to a human agent is seamless, allowing a human to have full context in the discussion and pick up where the agent left off. Additionally, the technology learns from every interaction by leveraging a best-in-class natural language processing (NLP) engine with over 95% accuracy.
As the sixth ITSM acquisition in the last three years (Opsgenie, Mindville, ThinkTilt, Chartio and Halp), this investment represents the final step for Atlassian towards a service management future driven by AI and intelligent experiences.
Atlassian unleashes the potential of every team. Our team collaboration and productivity software helps teams organize, discuss and complete shared work. Teams of more than 225,000 customers in enterprises large and small – including Bank of America, Redfin, NASA, Verizon and Dropbox – use products for project tracking, content creation and sharing, and service management. ‘Atlassian to work better together and deliver quality results on time. Learn more about our products including Jira Software, Confluence, Jira Service Management, Trello, Bitbucket, and Jira Align at https://atlassian.com/.