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Atlassian has made significant strides in applying artificial intelligence (AI) to practical service management scenarios, allowing organizations to streamline their operations and enhance the overall user experience. The company’s focus on tangible use cases and return on investment aligns with its customers’ demands for measurable results.
In this space, Atlassian is now highlighting new features within Jira Service Management that cater to HR teams seeking to automate their service delivery and improve employee experiences. Interestingly, around a third of HR teams are already leveraging AI in some form to optimize their workflows, with another quarter exploring potential applications.
To facilitate the growth and tailoring of HR services without requiring technical expertise, Atlassian’s Jira Service Management is equipped with generative AI capabilities that can create matching employee request types based on brief descriptions provided by HR professionals. For instance, an HR team might describe its service area in a short sentence, such as “I work in HR and run the employee relations team.” The platform would then instantly generate related employee request types for the HR professional to fulfill.
Moreover, Atlassian has introduced AI-powered virtual agents that can assist employees with inquiries and self-service. This includes templates simplifying common HR workflows like provisioning a new computer for an employee or requesting recruitment support. By leveraging these tools, HR teams can rapidly scale their service offerings without relying on technical understanding of the Jira Service Management infrastructure.
Atlassian’s own experience with its Team Anywhere model demonstrates the value of AI automation in the service management space. Avani Prabhakar, Chief People Officer at Atlassian, notes that the company has significantly reduced manual workload by 2,800 hours annually through efficient handling of employee requests and inquiries, ultimately allowing for a more seamless and delightful employee experience.
This practical application of AI is particularly noteworthy, as it highlights the vast potential for AI deployments in people-centric areas. The real-world implications are far-reaching, emphasizing the importance of considering how organizations can integrate AI into their HR service management processes to drive business results.
Source: http://www.forbes.com
