Voice AI
AI agent · Voice agent · Customer support by Atlassian
24/7 AI-powered phone support that transcribes calls into Jira work items.
Voice AI is Atlassian's 24/7 automated telephony agent for Customer Service Management that resolves requests over the phone and transcribes calls into Jira work items. It enables businesses to provide immediate, context-aware support while reducing operational costs and wait times.
Agent specs
- What it does
- Voice AI is an automated support agent that handles phone calls 24/7, transcribing them and creating work items to help teams manage high volumes and reduce wait times.
- For
- Customer support teams and their customers needing 24/7 assistance.
- Actions
- Answers phone calls 24/7, Converts calls into work items with transcripts
- Integrations
- Jira, Jira Service Management, Confluence, Teamwork Graph
- Channels
- phone, voice
- Availability
- Generally available as part of the Customer Service Management app within the Atlassian Service Collection.
- Languages
- English
Category: Customer Support Software
- Channels
- Phone, Voice
- Integrations
- Jira, Jira Service Management, Confluence, Teamwork Graph
- Deployment
- Cloud
- Availability
- 24/7
- Primary channel
- Voice / Phone
- Output formats
- Voice, Text transcripts
- 24/7 automated phone support
- Automatic call transcription into Jira work items
- Powered by Teamwork Graph for deep customer context
- Customizable tone and behavior via Agent Studio
Overview
Voice AI is an automated telephony agent within Atlassian's Customer Service Management app designed for business support teams. It provides 24/7 phone support, allowing customers to receive immediate assistance without waiting for a human agent. The system automatically transcribes calls and turns them into work items within Jira, ensuring every interaction is documented and actionable. Powered by Atlassian's Teamwork Graph, the agent accesses organizational knowledge, customer history, and service workflows to resolve issues accurately. Administrators can customize the agent's tone and behavior through Agent Studio, while human-AI collaboration loops allow for seamless escalation of complex issues to live agents.
Voice Interaction
- 24/7 Call handling: The agent answers incoming support calls 24/7 to provide immediate assistance to customers without wait times.
- Automatic transcription: Voice AI automatically converts phone calls into work items with full transcripts for team review.
- Scalable response: The system handles high call volumes and unexpected spikes in demand to maintain service levels.
- Cost reduction: AI-powered voice interactions help organizations reduce operational costs through automated request handling.
Operational Efficiency
- Knowledge-based answers: The agent uses organizational knowledge from across the business to provide informed answers over the phone.
- Contextual resolution: Voice AI is powered by the Teamwork Graph to access customer history and service workflows for accurate resolutions.
- Omnichannel integration: The agent integrates into an omnichannel workspace where customers move seamlessly between voice, chat, and email.
- Service health monitoring: Support teams can view live updates and transcripts from voice interactions within their IT operations dashboard.
Control and Improvement
- Agent Studio customization: Administrators can build, test, and tailor the AI agent's tone, behavior, and actions in Agent Studio.
- Knowledge gap detection patterns: The system detects knowledge gaps in real conversations to help teams continuously improve the agent's performance.
- Data permissions and guardrails: Enterprise-grade trust controls include fine-grained data permissions and AI guardrails for secure deployment.
What it does
- Answer incoming support calls\nTranscribe voice to text\nCreate Jira work items from calls\nResolve common customer requests\nEscalate complex issues to human agents
Use cases
- Support teams use Voice AI to handle high call volumes during peak periods without increasing human headcount.
- Customer service managers deploy the agent to provide 24/7 assistance for common inquiries like status updates or billing questions.
- IT operations teams use the automatic transcription feature to ensure every phone interaction is captured as a searchable work item in Jira.
- Support agents review AI-generated transcripts and summaries to quickly get context before taking over an escalated voice request.
Specifications
- Channels
- Phone, Voice
- Integrations
- Jira, Jira Service Management, Confluence, Teamwork Graph
- Human control
- AI handles common requests and escalates complex issues to human teams with full context and transcripts
- Deployment
- Cloud
- Availability
- 24/7
- Primary channel
- Voice / Phone
- Output formats
- Voice, Text transcripts
- Platform
- Atlassian Cloud
- Management interface
- Agent Studio
- Data layer
- Teamwork Graph
How it works
- Access the app: Access Voice AI by signing up for the Customer Service Management app within the Atlassian Service Collection.
- Configure in Agent Studio: Use Agent Studio to build and test your AI agent, customizing its tone, behavior, and specific support actions.
- Connect data sources: Connect the agent to your knowledge base and the Teamwork Graph to ground its answers in your company's data.
- Go live and monitor
FAQ
What is Voice AI?
Voice AI is an automated telephony agent included in the Atlassian Customer Service Management app that provides 24/7 phone support and automatically transcribes calls into Jira work items.
How can I get Voice AI?
Voice AI is available as part of the Atlassian Service Collection, which includes the Customer Service Management app.
How does the agent know how to answer questions?
Voice AI uses the Teamwork Graph to connect to your knowledge base, customer history, and service workflows to provide accurate, context-aware answers.
Added by AntSpace from public sources (atlassian.com).