Atlassian Acquires AirTrack and Reveals New Innovations

Atlassian Corporation, known for developing Jira, Confluence, and Bitbucket, has successfully acquired AirTrack, a prominent provider of IT data quality management technology. This strategic acquisition further enhances Atlassian's ongoing efforts to support enterprises in adopting a holistic approach to asset and configuration management. The synergistic integration of AirTrack's expertise with Jira Service Management will empower enterprises to efficiently monitor and manage essential assets across their organizations. By doing so, they can reduce operational risks, minimize costs, and enhance overall security measures.

This combination will help enterprises manage all critical assets with:

30+ out-of-the-box data connectors: IT Operations teams can now consolidate and refine data gathered from various asset discovery tools, databases, and components spanning their entire organization's IT infrastructure.

Rapid data reconciliation: The integrated solution will swiftly identify discrepancies across various systems of record, highlight potential problems, and expedite the resolution process. It offers a precise overview of service dependencies, encompassing both development and IT operations. This comprehensive view empowers teams to make informed decisions, ensuring smarter, safer changes, and enabling swift incident responses. By combining AirTrack, Jira Service Management, and Compass, teams gain enhanced visibility into the infrastructure supporting essential services, as well as the associated engineering components.

Data that goes beyond IT: This acquisition reinforces Atlassian's capacity to assist enterprises in reimagining asset management beyond conventional IT scenarios. It enables businesses to gather information concerning diverse assets, enabling them to tackle a broader spectrum of challenges encompassing security, compliance, inventory, billing, forecasting, planning, and various other aspects.

Atlassian has also unveiled innovations to Jira Service Management, its market-leading service management solution. These include:

• Jira Service Management's virtual agent capability is now widely accessible.
• Additional AI-powered features will be introduced to Jira Service Management shortly.
• The vision involves creating a unified help experience utilizing AI, making it effortless for users to offer and receive help, irrespective of the underlying help system.
• Atlassian's acquisition of Melbourne-based AirTrack aims to enhance Jira Service Management's asset management capabilities.

AI-powered virtual agent levels up employee and customer experiences

The Premium and Enterprise Editions of Jira Service Management now offer virtual agent capabilities. By incorporating AI-powered virtual agent technology, support teams can efficiently provide exceptional service on a large scale. The built-in AI engine comprehensively analyzes intent, sentiment, context, and profile information, enabling personalized interactions within the platform.

The technology utilizes a Natural Language Processing (NLP) engine, learning from each interaction. During setup, support teams can effortlessly customize virtual agent experiences to align with their service delivery methods, all without needing to write any code.

The virtual agent also uses generative AI to dynamically generate answers from sources within your enterprise, like knowledge base articles, onboarding guides, and Frequently Asked Questions. If necessary, it can seamlessly transition the conversation to human experts to complete the request – without losing context. This reduces friction and helps resolve cases faster.

Alongside virtual agent capabilities, innovations driven by Atlassian Intelligence will alleviate the cognitive burden and reduce manual tasks for support agents.

Unified Help Experience – a vision for better employee support

Atlassian aims to create a unified help experience by establishing a system that efficiently directs all employee requests to the appropriate tools and teams for swift problem resolution. This "intelligent front door" will intelligently gather requests from various channels, such as web portals, email, chat, and embedded experiences within other products and tools, ensuring seamless and responsive support.

Leveraging Atlassian Intelligence, the system will assess the context and intent of requests, delivering succinct answers and recommending the appropriate team or tool for resolution, potentially including third-party solutions.