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"Atlassian Support & the Customer Service Management app"

Atlassian revamped customer support with AI across intake, triage, research, and knowledge creation. Using auto-segmentation and AI Agent Assist, they cut ticket assignment by 41%, resolution time by 8.5%, and achieved 96% satisfaction. Their AI resolves 45,000 tickets monthly, reducing resolution from eight days to eight minutes.

Modern customer service experiences are broken. Customers expect instant, personalized help, but support teams can't deliver, leading to slow responses, frustration, and churn. Atlassian's AI-powered Customer Service Management app helps teams deliver faster, smarter, and exceptional customer experiences.

Announced at Team' 25 Europe, this on-demand recording shares an app overview and how Atlassian's Customer Support Services (CSS) acted as "Customer 0." Gain actionable insights on how the app transformed CSS's practices, establishing a hybrid support model combining human expertise with intelligent automation.

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