Atlassian acquires Percept.AI making it the sixth ITSM buyout

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Bangalore: Team collaboration and productivity software provider Atlassian acquires Percept.AI – an AI-powered virtual agent technology provider. Percept.AI acquisition will help to expand frontline support capabilities in Jira Service Management, the company said.

This acquisition builds on its previous investments in AI and machine learning, designed to deliver best-in-class, seamless employee and customer support experiences at high velocity, crucial in today’s digital and remote-first world.

The Percept.AI acquisition provides better employee and customer experiences at scale, that empowers people and streamlines processes with the right tools. Percept.AI helps teams automate tier-1 support interactions and free up IT teams to focus on more complex tasks.

Jira Service Management has more than 35,000 customers across the industry.

“By integrating Percept.AI with Jira Service Management, support teams will be able to deliver exceptional service even faster and, more importantly, at scale. Our broader vision is to create a unified platform for any form of support and service desk. This acquisition further advances Jira Service Management’s smart experiences, enabling seamless chat-based conversations between customers and agents,” said Edwin Wong, Head of Product Management – Jira Service Management, Atlassian.

“Over the past several years, Atlassian has invested in building predictive, smart experiences into its products, with the goal of making teams more productive. Our innovations in AI and machine learning already power predictive issue assignment, predictive triage, intelligent automation, and personalized search results in Jira Service Management today,” added Wong.

Atlassian acquires Percept.AI for its ability to understand a lot of the context behind a support query. Its conversational AI engine analyzes and understands intent, sentiment, context, and profile information to personalize interactions.

The transition from virtual to a human agent is seamless, enabling a human to have full context into the discussion and pick up where the agent left off. Plus, the technology learns from every interaction by leveraging a best-in-class Natural Language Processing (NLP) engine with over 95% accuracy.

Percept.AI becomes the sixth ITSM acquisition in the last three years (Opsgenie, Mindville, ThinkTilt, Chartio and Halp).

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