Technology
AI-Powered Knowledge Deflection in JSM
Restructured the knowledge base and enabled AI-assisted self-service so common requests were resolved before becoming tickets.
The challenge
The service desk handled a high volume of repetitive “how do I” and access requests. Knowledge articles existed but were outdated, hard to find and rarely surfaced on the portal.
The solution
We audited and restructured the Confluence knowledge base around top request drivers, connected it to the JSM portal and enabled Atlassian AI features for suggested answers and a virtual agent for common intents.
Configuration & automation
- Knowledge base reorganized by service and request type
- Article templates and ownership model for keeping content current
- Virtual agent intents for the most frequent requests
- Automation to tag and route requests the agent could not resolve
Results
- More requests resolved through self-service on the portal
- L1 agents freed from repetitive questions to focus on complex issues
- A sustainable content process so answers stay accurate
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