The way employees seek and receive support is changing. With Atlassian’s Jira Service Management (JSM), Artificial Intelligence is moving beyond simple chatbots to become a fundamental part of the service delivery process. These AI capabilities are designed to make service management smarter, faster, and more secure, especially for HR and other business teams.
As a Platinum Solution Partner for Atlassian, CRG Solutions is here to guide you through the first five AI Superpowers that are redefining the employee experience and Enterprise Service Management (ESM).
1. The Employee Help Center Gets a Glow Up
The first step to great service is making it easy to find. JSM’s AI is revamping the employee help center, putting resources front and center. This means employees can find the answers they need faster, reducing the number of tickets your service team receives. It’s about proactive knowledge delivery rather than reactive ticket handling.
2. Lock It Down: Simplified Access Controls
In HR and other sensitive areas, security is paramount. JSM now offers simplified access controls, ensuring that confidential information like sensitive HR requests remains secure. The right people get the information they need, and no one else does. This balance of accessibility and security is crucial for compliance and trust.
3. Seamless HR Integrations for Effortless Support
Modern businesses rely on a suite of specialized tools. JSM’s AI-driven platform connects effortlessly with popular HR applications like Workday and Okta. This seamless integration streamlines support and creates smoother workflows across your entire organization. CRG Solutions specializes in configuring these complex integrations, ensuring your systems talk to each other perfectly, eliminating manual data entry and delays.
4. Your AI-Powered People Partner
Setting up service desks for processes like onboarding, offboarding, or policy updates can be time-consuming. JSM’s AI acts as your people partner by generating request types and templates. This allows HR teams to set up new service desks and workflows faster than ever, making the entire employee lifecycle from hire to retire easier to manage.
5. A Personal Coach for Your Help Desk
To continuously improve, your service team needs data and guidance. The virtual service agent now includes an AI-powered dashboard that shows performance statistics and identifies knowledge gaps. Even better, it suggests new articles to fill those gaps. This feature acts as a personal coach, helping your team evolve from good to great by proactively addressing weaknesses in your knowledge base.
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