2021-03-29 Ulrich Kuhnhardt, Izymes: Jira and Artificial Intelligence: Real time customer sentiment analysis for Jira Service Management

Owned by Joerg Mueller-Kindt (Unlicensed)
Last updated: Mar 21, 2021
3 min read

This is the 50th of our Monday Night Specials, a series of virtual events with voices from the Atlassian ecosystem.

It is the ninth in our series of Codegeist 2020 winners.

This is the second “Australia” or “It is always 6 PM somewhere” event. Our presenter is in Australia, so this event starts at 9 AM (CET).

Germany will switch to summer time (CEST) on March 28th!

 

Bevy: https://ace.atlassian.com/e/mchfd4/

Meetup: https://www.meetup.com/de-DE/ACBEBB/events/276913254/

Community Post: RSVP: Ulrich Kunhardt; IZYMES AI and customer sen... (atlassian.com)

Codegeist 2020 Built with Forge - Honorable Mention: AI Insights for Jira Service Desk | Devpost

 

Presenter: Ulrich Kuhnhardt, Izymes

After abandoning his childhood dream of becoming a forest warden Ulrich got into more practical things and finished a Masters degree in electrical engineering at TU Dresden, Germany. He applied his new-found passion for digital signal processing and joined a mobile phone software startup in Munich in 1997. When it was time to reinvent himself again Ulrich settled in Australia and started as a support and development engineer at Atlassian HQ, Sydney in 2007. After a few years of diving deep into Atlassian app development working for various Atlassian partners Ulrich recognised the potential of creating awesome apps for the Atlassian ecosystem to help teams improve the way they get their work done. After a short corporate stint at IBM Ulrich now runs Izymes full time with a bunch of motivated, multi-talented developers whilst making sure no dust settles on his surf and kite boards

Jira and Artificial Intelligence: Real time customer sentiment analysis for Jira Service Management

The problem

Service teams strive to keep their customers happy and loyal while supporting them through interactive communication channels.

Teams and their leaders need to keep track of the ongoing support process outcomes in order to achieve high levels of customer satisfaction.

Currently this is mainly achieved through costly post-support-request customer satisfaction surveys. The outcomes are

  • over-proportionally influenced by negative bias of frustrated customers

  • arriving when it is too late - the customer has already turned their back

What if

Service teams could

  • Monitor customer satisfaction in real time

  • Always see the complete picture, without negative bias

  • Analyse and report on customer sentiment trends and agent performance

  • Detect frustrated customers early in real time and intervene timely and responsibly

  • Track customer satisfaction non-intrusively, analyse the data you already have

  • Reduce cost and improve satisfaction, no more expensive biased post incident surveys.

Wow AI Insights

The app uses the AI sentiment analysis to detect tones and emotions found in Jira Service Management ticket conversations. Tones detected include frustrated, sad, satisfied, excited, polite, impolite and sympathetic. Conversations between user agents and customers are broken down and given a score according to their tone. Real time updates and a timeline of conversation tones are displayed via the quick chart API right within the issue panel. Tones and their scores are then stored within Jira for filtering, reporting and tracking.

The Journey

After reading about the emergence of AI powered SaaS offerings from the likes of Microsoft, Amazon AWS and IBM AI based sentiment analysis became available as a tool that can be integrated easily. Having worked as a customer service engineer I recognised the value of customer satisfaction monitoring and intervention in real time.

The perfect project idea for Codegeist 2020! Atlassian’s FaaS based Forge framework makes SaaS integration easy and simple. Built in security, authentication and permissions for free! The proof-of-concept implementation quickly became a winning product implementation.

Right now we are building out AI-Insights with Forge and Atlassian connect express frameworks. Core modules such as sentiment analysis and processing can be shared between Forge and ACE implementations.

We hope to present AI Insights at Team 21 as a commercial forge app for Jira service management.

About Izymes

At Izymes we’re passionate about designing and creating collaboration platforms that are useful, usable, purposeful and profitable.

… To enable people, communities and organizations to share their passions, projects and lives with excitement.

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