Atlassian Corporation Plc, a leading provider of team collaboration and productivity software and the maker of Jira Software, Confluence, Bitbucket and Trello products, has acquired Percept.AI to expand frontline support capabilities in Jira Service Management.
The acquisition of Percept.AI is another step towards providing 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 now has more than 35,000 customers.
“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,”Edwin Wong, Head of Product Management for Jira Service Management, Atlassian said.
Atlassian acquired Percept.AI for its ability to understand better the context behind a support query. Its conversational AI engine analyses and understands intent, sentiment, context, and profile information to personalize interactions.
The acquisition is the latest step for Atlassian towards a future of service management that is driven by AI and smart experiences.
Teams at more than 225,000 customers, across large and small organizations – including Bank of America, Redfin, NASA, Verizon, and Dropbox – use Atlassian’s project tracking, content creation and sharing, and service management products.
