Atlassian’s AI Co-pilots are smart assistants that are part of Atlassian’s tools and they support the teams’ efforts by making them work in a more intelligent and faster manner. The co-pilots, which are the result of merging generative AI and cutting-edge analytics, support users by providing project data summary, recommending subsequent actions, showing important information and handling the usual tasks automatically. The human team members will not be replaced but only their work will be made easier by supporting the agents, developers and problem managers to concentrate on the work that has more value, making quicker decisions, and having better communication through the entire projects and incidents.
How They Help Problem Managers and Agents
- Ticket triage & routing: AI co-pilots take on the unproductive time and delays caused by the analysis of the issue description, urgency, probable cause, and the appropriate team to work on it, thus cutting down on miss-routing.
- Diagnostic support: Displaying similar past issues, probable causes, and important troubleshooting steps, the agents and problem managers would not have to go through all the problem time taking loops again.
- Reduction of repetitive tasks: Agents’ time is freed from tasks like filling forms, summarizing previous case notes, drafting responses, and tagging/resolving known patterns.
- Faster resolution & shorter handling time: With the information at their fingertips and the next step recommended, agents would case process quickly and be more efficient in their work.
- Preventing recurrence: Data from incidents is aggregated to identify root causes and groups of problems, thus allowing managers to work on long-term solutions instead of just fire-fighting.
- Improved agent satisfaction/burnout reduction: The co-pilots take over the less desirable and more repetitive tasks, thus considerably increasing the agents’ time for the more gratifying tasks. This also contributes to the lesser mental fatigue.
- Better consistency/accuracy: Co-pilots also guarantee that the answer is in accordance with the policy and standards; it reveals “memory lapses” or what we called “orphaned info” that may give an agent information he/she is not able to remember.
Recent Quantifiable Impacts & Example
The internal usage of co-pilots for Service by Microsoft processed approximately a 12% reduction in the average case handling time and a 13% improvement in agents’ capability to solve cases without escalation. (https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2023/11/15/announcing-microsoft-copilot-for-service/)
In field service/frontline work (Microsoft D365 Field Service), the co-pilots provide the technicians with parts, job instructions, and documentation, so that the time spent searching for information is reduced.
Recommendations for Organisations Considering AI Co-pilots
- Conduct a baseline measurement of current resolution times, agent satisfaction, number of escalations, etc., and then compare it with the pilot.
- Select problem areas where there is a high volume of repetitive work and well-documented problems for the first rounds of piloting.
- Obtain the support of agent’s/problem managers and let them take part in design, prompt engineering, and feedback loops.
- Establish monitoring & governance for errors, user feedback, usage, leading indicators, etc.
- Prepare a maintenance schedule for knowledge base updating, model fine-tuning, and prompt revisions.
- Coordinate early on with compliance, privacy, and data security policies.
In the future, Atlassian AI Co-pilots will be even more powerful and totally integrated into the team workflows. They will take over not just the mundane tasks but also provide foresight into future events, detect trends across many projects, and tackle the complex problem-solving in a step-wise manner. It is going to be a long journey, but teams can be sure of clearer and smarter decision-making, quick resolution of issues and more time for the really impactful work that gets done.
At the moment, Atlassian AI Co-pilots are the partners that allow the whole team to work in a smarter way by their taking the time-consuming tasks off the hands of the workers. They also provide tips, inform the staff about the developments, and help the agents and problem managers to reach faster, better-informed decisions. It is like making the whole workforce spend time only on the rather complex and yet important aspects of their work like process improvement, customers’ problems solving, and giving the customers better support. Step by step, the co-pilots result in more efficient workflows, error reduction and overall improved experiences for both teams and the people they serve.
