AI Insights for Jira Service Management allows you to utilise the abilities of artificial intelligence to unlock hidden value in existing data by analysing the sentiment and underlying emotional tone of agent and customer interactions.
Get the complete customer satisfaction story
- Monitor customer satisfaction in real time to stay informed on CSAT performance.
- Avoid negative feedback bias and implement non-intrusive CSAT tracking utilising the data you already have.
- Detect dissatisfaction early and intervene to enhance repeat business and referral.
- Build dialog strategies to adjust conversion patterns accordingly
Enabling AI Insights projects #
In any JSM project, enable AI-Insights data collection in Project settings > AI Insights settings:
From now on AI Insights will do all the heavy lifting for you and gather your customers’ sentiments purely by analysing their interactions in your JSM project.
Customer engagement tones #
AI Insights can return scores for the following seven customer sentiments. Sentiments are scored within a positive or negative range.
| Sentiment / ID | Description | Score / Range |
|---|---|---|
Excitedexcited |
Showing personal enthusiasm and interest | 85 to 100 |
Satisfiedsatisfied |
An affective response to perceived service quality | 60 to 85 |
Sympatheticsympathetic |
An affective mode of understanding that involves emotional resonance | 40 to 60 |
Politepolite |
Defined as rational, goal-oriented behavior | 10 to 40 |
Impoliteimpolite |
Being disrespectful and rude | -10 to -40 |
Sadsad |
Regarded as an unpleasant passive emotion | -40 to -85 |
Frustratedfrustrated |
Defined as feeling annoyed and irritable | -85 to -100 |