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Atlassian acquires Percept.AI, continues investing in Jira Service Management offering

Helps teams efficiently deliver great employee and customer support experiences at high velocity

Atlassian Corporation Plc, a leading provider of team collaboration and productivity software and the maker of Jira Software, Confluence, Bitbucket and Trello products, has announced the acquisition of Percept.AI, an AI-powered virtual agent technology provider, to expand frontline support capabilities in Jira Service Management. This acquisition builds on its previous investments in AI and machine learning, designed to deliver best-in-class, seamless employee and customer support experiences at high velocity, crucial in today’s digital and remote-first world.  

Edwin Wong, Head of Product Management for Jira Service Management, Atlassian said, “By integrating Percept.AI with Jira Service Management, support teams will be able to deliver exceptional service even faster and, more importantly, at scale. Our broader vision is to create a unified platform for any form of support and service desk. This acquisition further advances Jira Service Management’s smart experiences, enabling seamless chat-based conversations between customers and agents.”  

“Over the past several years, Atlassian has invested in building predictive, smart experiences into its products, with the goal of making teams more productive. Our innovations in AI and machine learning already power predictive issue assignment, predictive triage, intelligent automation, and personalized search results in Jira Service Management today,” he further added.  

Atlassian acquired Percept.AI for its ability to understand a lot of the context behind a support query. Its conversational AI engine analyzes and understands intent, sentiment, context, and profile information to personalize interactions. The transition from virtual to human agent is seamless, enabling a human to have full context into the discussion and pick up where the agent left off. Plus, the technology learns from every interaction by leveraging a best-in-class Natural Language Processing (NLP) engine with over 95% accuracy.   

As its sixth ITSM acquisition in the last three years (Opsgenie, Mindville, ThinkTilt, Chartio and Halp), this investment, represents the latest step for Atlassian towards a future of service management that is driven by AI and smart experiences.

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