If you are an Atlassian customer, you are likely considering their virtual agent to boost your helpdesk team’s and employees’ productivity, accelerate work and streamline your support operations. At the same time, you are not sure about the exact features and automation you will get; or you might be a Standard or Data Center customer so not eligible to deploy it.
In this blog post, we delve into Atlassian’s features and explore how Gaspar AI can be a meaningful AI helpdesk alternative or a complementary platform. We have also created a useful that compares the two virtual agents to help you quickly navigate your options.
What is Gaspar AI?
Gaspar AI is your AI helpdesk partner that empowers your team and employees to perform better and be more productive by getting instant support and ultimately driving your company's success. Gaspar AI automates repetitive tasks and workflows, answers questions in seconds, optimizes knowledge management and automatically resolves more than 40% of employee issues – all within your company's chat platform.
Our helpdesk offers a Generative AI Virtual Agent on Slack, MS Teams and Jira SM support portal trained with best-in-class LLMs to understand employee questions' context and intent and provide instant resolution. Gaspar, our AI chatbot, can dynamically ask follow-up questions and combine multiple plugins until users get accurate solutions.
It also offers no-code Workflow Automation to streamline repetitive processes, and an Admin Hub where IT managers can review performance, get business insights and AI recommendations about high-impact automation and content that’s missing from your knowledge base.
Main AI helpdesk features
- Generative AI chatbot on Slack, MS Teams and Jira SM support portal for quick employee support
- Instant resolution of more than 40% of issues
- GenAI-enabled Knowledge Management
- Slack and MS Teams accessible approvals and automation
- Interactive notifications via Slack and MS Teams
- No-code automation hub
- Ticket automation and smart routing
- Automated employee onboarding and offboarding
- Multi-channel support
- 30+ out-the-box integrations with most used apps
- Admin Hub to customize the platform and review everything support-related
- Powerful analytics with useful dashboards and KPIs
- AI-powered insights to optimize your knowledge base and automations
Pros
- Available to all customers, with unlimited capabilities and usage
- Increased flexibility and multiple options for our chatbot: deployment on Slack, Teams or JSM
- Out-the-box automations – no need for manual work
- Integration with multiple Knowledge Management systems e.g. Confluence, Coda, SharePoint, Google docs, Notion, etc.
- Intuitive and customizable interface and platform
- Super fast deployment
- AI-powered for smart diagnosis and problem-solving
- Integration with various enterprise software enhances service management functionalities
- Implementation on Cloud, Data Center or other infrastructure
Cons
- Lack of an online community
- Workflow automation capabilities can be further enriched
- No AI-powered new content generation e.g. for new knowledge articles
What is Atlassian’s Virtual Agent?
The Atlassian virtual agent with Atlassian Intelligence automates support interactions to free up agent time and deliver service at scale. With a built-in AI engine that leverages Natural Language Processing, it offers fast, conversational support, automating Tier 1 support issues.
Main features
- AI-powered answers on Slack and JSM help center (beta)
- Creation of custom intents
- Automated web requests for basic support issues
- Low/no code flow builder
- Insights about the virtual agent’s effectiveness that help identify ways to optimize your intents and knowledge base
- Ticket routing to the right team with pre-gathered context for complex issues
Pros
- Online community for help
- Easy to use with the rest of Atlassian products
- Automated issue creation on Jira SM when no request resolution is possible via the virtual agent
Cons
- Available only for Premium and Enterprise customers
- Available only on Cloud
- Works only on Slack for now - JSM help center is in beta – so limited flexibility
- Offers AI summaries (in beta) for Smart Links from Confluence, Jira and Google docs only.
- Need to manually create intents and conversation flows
- No workflow automation
- No approvals automation across different apps
- Few integrations – works in the Atlassian environment
- Integrates with Confluence only and no other knowledge management systems
- Mix of paid and free capabilities
Complement your Atlassian tools with Gaspar AI’s helpdesk platform
Gaspar AI is a more holistic solution that comes with added features - including out-the-box automations - on top of the virtual agent. Our AI helpdesk unveils exclusive functionalities that can be tailored to your company and maximize the use of your Atlassian products with no need to switch any apps or transition to new tools. You can discover all the extra capabilities you get in our informative .
You can thus improve your employee support efficiency and effectiveness. Noteworthy features include:
- Generative AI: Unveiling a cutting-edge AI assistant that swiftly resolves employee issues with no human intervention.
- Jira SM, Slack and MS Teams chatbot integration: user-friendly interface that facilitates real-time problem-solving.
- Agile Knowledge Management: Empower your team with a dynamic knowledge base that evolves thanks to AI-powered recommendations.
- No code automation: Unleash the power of automated workflows with ease.
- Available to all Atlassian customers, Cloud and Data Center: no usage limits, no exclusivity, no price premiums.
If you'd like to learn more about how Gaspar AI can transform your support operations and be a great asset to your company, schedule a free, personalized demo.