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    Atlassian acquire Percept.ai - strengthening their ITSM products even further

    Jimi Wikman

    Atlassian announced yesterday that they have acquired the small California based company Percept.ai, a company that focuses on AI technology to automize support flows, in quite impressive ways. This will strengthen the tool set of Jira Service Management with a new automation technology in the form of a no-code virtual agent that I think will add a lot to the Jira Service Management experience.

    Quote

    We’re delighted to announce today that Atlassian has acquired Percept.AI, an AI-powered virtual agent technology provider, to expand frontline support capabilities in Jira Service Management. This acquisition builds on our previous investments in AI and machine learning, designed to help customers efficiently deliver great employee and customer support experiences at high velocity.

    - Atlassian Press Release

    While Edwin Wong, the Head of Product Management at Atlassian, did not go into any details in the announcement, it is clear that this will be an important part of the future of Jira Service Management. I also think the acquisition of Percept.ai and their virtual agent technology will find its way into other areas of the Atlassian suite, and I would not be surprised to see an AI driven onboarding agent in the future!

    I think this is a strong acquisition and an important one for the Jira Service Management product specifically and for Atlassian in general.

     

    • Jira Software Cloud

      Jira Software is part of a family of products designed to help teams of all types manage work. Originally, Jira was designed as a bug and issue tracker. But today, Jira has evolved into a powerful work management tool for all kinds of use cases, from requirements and test case management to agile software development. In this guide, you'll learn which features and functionalities of Jira can help your team with your unique needs. 
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    • Atlassian

      A brief history
      Armed with a credit card and a dream, two college friends, Mike Cannon-Brookes and Scott Farquhar set out to create Atlassian. In 2002, they didn't know what kind of company Atlassian was going to be, but they knew exactly what it shouldn't be—an environment where they had to conform rather than be who they authentically are.
      Now, over 15 years later, our team has grown to over 3,000 Atlassians worldwide with offices around the globe. But it didn't happen overnight.
      Values to live by
      Our unique values describe, at the most fundamental level, what we stand for. These five values shape our culture, influence who we are, what we do, and even who we hire. They're hard-wired into our DNA and will stay the same as we continue to grow.
      We ❤️ teams
      Over 150,000+ customers use Atlassian to empower their teams and drive their missions forward.
      We take 'Don't #@!% the Customer' seriously because our customers are the reason why we do what we do. It's even why we price our products, so every company can afford them. They inspire us, challenge us, and in turn, help us build better products.
      Working open
      We believe all teams have the potential to do amazing things when work is open.
      Much of the world works, often unwittingly, in a closed way. Information is hidden or lost, bonds between teams and teammates are weak, and perspectives are withheld. The result? People burn out. Knowledge is wasted. Potential is left on the table. Forward progress is halted. This is why Open matters. This is why we do what we do at Atlassian.
      Open work has always been central to our values. It's in the DNA of our products and we bring it to life through our practices. But it doesn't just happen. Our teams make an effort to work, communicate, and collaborate openly every day to lead by example.
      Open unlocks new opportunities. Open brings us together. Open unleashes potential.
      1.001-2.500
      employees
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    • Articles

      About the Author

      Jimi is an Atlassian Expert with many years of experience in configuring and designing ways of working in Jira, Confluence and Jira Service Desk. He has built setups based on multiple processes and methods, including SAFe and ITIL.

      He has good understanding of the technical setup of integrations, as well as insight into competing software such as ServiceNow. He understands the problems involved with introducing new ways of working and is well experienced in coaching and training small and large work forces.

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