Mastering Atlassian Intelligence: AI Insights in the Ecosystem.

Automation has long been a key part of Atlassian’s toolset, enabling you to accelerate workflows and keep your team updated, covering simple, repeatable tasks that would otherwise require intelligent human intervention. With the Atlassian Intelligence product, however, the company has embedded cutting-edge AI tools into the heart of its product ecosystem.

Atlassian Intelligence, built in collaboration with OpenAI, takes automation features forward by leaps and bounds, creating and summarizing content, giving you fast access to information, analyzing data, and providing powerful virtual agents.

In this article, we’ll explore what Atlassian Intelligence is capable of and what it can do for you.

What is Atlassian Intelligence?

Atlassian Intelligence has been built into the Atlassian platform, which forms the backbone of the company’s cloud products. Designed in collaboration with OpenAI, it brings together the company’s 20 years of data on how teams work together, as well as Atlassian’s own internal AI models.

The product can analyze how teams within an organization work together and uses large language models to create a custom teamwork graph of the work being done and the interrelationships between tasks.

In practical terms, this means Atlassian Intelligence can accelerate work, enhance customer support, and help you generate reports on your workflow and projects, using contextually relevant data.

At the macro level, Atlassian sets out to deliver a product that is secure, transparent, and scalable. The company reports that over 20,000 customers used the product in beta, and there are now around 50 AI-powered Atlassian Marketplace apps for everything from generating QA test scenarios to creating custom forms and estimating issue completion time.

Privacy and Control with Atlassian Intelligence

It’s worth noting that Atlassian Intelligence will only be enabled if you opt-in – so you have complete control over if and when the product goes live, and which sites and products it applies to.

It’s designed to be private by design, so all confidential information remains locked down – and it’s covered by Atlassian’s broader company Privacy Policy, Cloud Terms of Service, and GDPR commitment (though it’s not yet rated as being SOC 2, ISO, or HIPAA compliant). If you have data residency enabled, this will continue to function with Atlassian Intelligence.

All existing permissions are kept in place, meaning users may get different results from the product depending on the pages and content they have access to.

Queries are individually sent to OpenAI via an SSL-encrypted connection, and all requests are authenticated and authorized.

OpenAI doesn’t store, log, or retain queries or the responses that they generate, and they’re specifically not used to train OpenAI’s models and services. The queries are also covered by OpenAI’s own security and privacy controls while it’s handling them.

Atlassian Intelligence similarly isn’t trained using information inputs or outputs, and where it does track information, it’s only for the benefit of your organization.

Working Faster with Atlassian Intelligence

Atlassian Intelligence can help you work smarter and faster, quickly creating text and task automations. For example, you could summarize meeting notes and action items or fill in issue descriptions automatically, tweaking the details you need.

This scales up to providing an on-demand dictionary for your organization for Confluence. This feature allows you to highlight terms and then get definitions, identifying the source of the information, subject-matter experts, and connections to relevant tasks.

Some key features across the ecosystem include being able to:

  • Create and adjust content in Jira Software, Jira Service Management, Jira Work Management, and Confluence (with Bitbucket and Trello having beta functionality)
  • Create automations for Confluence (with beta functionality and Jira automations in the pipeline)
  • Define terms in Confluence (in beta)
  • Summarize Jira Service Management and Confluence issues, blogs, and pages (with Jira Software and Jira Work Management getting the functionality in the future)
  • The ability to summarize smartlinks is planned for Jira Software, Jira Service Management, and Confluence

Analyze Organizational Data with Atlassian Intelligence

Atlassian Intelligence enables you to use natural language queries to quickly access reliable and relevant information about your organization and tasks, giving you fast access to insights across departments and projects.

You can use both plain language and JQL to run queries across your Atlassian products and integrated third-party tools – all without having to use SQL.

You can:

  • Run issue searches in Jira Software and Jira Work Management
  • Ask questions in Compass and Confluence (with beta functionality)
  • Generate Atlassian Analytics SQL queries or access the platform with natural language

Automate and Accelerate Work with Atlassian Intelligence

With Atlassian Intelligence, you can automate tasks, streamline workflows, and get quick information summaries.

Jira Service Management virtual agents can provide internal support directly to Slack and Microsoft Teams.

They can also be deployed for external-facing customer support, drawing information from knowledge base articles and issuing additional queries where needed. They can then summarize these communications to loop in human agents, as well as bring up relevant or related issues and support material. All of this frees up time and makes optimal use of existing organizational resources.

Atlassian Intelligence enables you to:

  • Automate Jira Service Management support interactions with virtual agents and track its performance so you can optimize your delivery and expand your knowledge base as needed
  • Get request-type suggestions for Jira Service Management and automate web requests
  • In the future, review code in BitBucket

How to Get Started with Atlassian Intelligence

To launch Atlassian Intelligence, your organization admin just needs to opt in. You can do this at admin.atlassian.com, and you then just need to follow the instructions.

Atlassian Intelligence Use Cases By Product

Atlassian Intelligence provides a wide range of different features for Atlassian’s different platforms. Standout features include:

Jira Software: Creating content for issue descriptions, adjusting the tone of text, and making it easier and faster to run searches within the platform and across your connected tools.

Jira Service Management: Providing highly capable virtual agents, generating text, summarizing information, and suggesting request types.

Confluence: Developing organizational information and knowledge base material, summarizing text, providing definitions for terms, powering smart search, and enabling task automation.

An Important Caveat About Atlassian Intelligence

Transformers such as OpenAI’s ChatGPT are notorious for “hallucinations” – cases where the software gets things wrong or seemingly makes things up.

The systems aren’t fundamentally intelligent in a way you would traditionally consider, but predict the most probable word to follow in a sequence based on the prompt and their training data. Unfortunately, Atlassian Intelligence isn’t immune from these issues.

As Atlassian puts it, “These models can sometimes behave in ways that are inaccurate, incomplete, or unreliable… The responses that you receive [may] not accurately reflect the content they are based on, or generate content that sounds reasonable but is incomplete and should not be relied on.”

Given this, the company urges caution and some skepticism, recommending that users do not rely on Atlassian Intelligence where accurate and up-to-date information is crucial, and that responses should always be reviewed before they are shared.

As the technology is developed, additional checks and measures will likely be put in place to ensure the quality of responses – so Atlassian won’t have to issue warnings like these in the future.

Conclusion

Atlassian Intelligence offers enormous potential for the Atlassian ecosystem, making it faster and easier to access information across your platforms, to quickly generate and summarize content, and to provide virtual agents for internal and external stakeholders and ensure high-quality support, delivered 24/7.

While the technology is still being developed and improved, Atlassian is committed to enhancing and scaling the product to help teams do more with less and to super-charge the capacity for automation across its full software catalog. There’s plenty already mapped out on the product roadmap, and it’s clear that there’s a lot more to come.

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