Use the virtual service agent in Microsoft Teams

In Microsoft Teams, the virtual service agent uses machine learning to recognize questions and requests. It can automate repetitive tasks using turn-by-turn conversation flows, artificial intelligence connected to your knowledge base, or a combination of both. Read more about how the virtual service agent works.

How it works

1. Customers using Microsoft Teams go to Assist and send a direct message.

2. If you have any intents set to Active, the virtual service agent uses the match intent standard flow to match their question or search term to an intent, or responds using Atlassian Intelligence answers (AI answers), if enabled. Read more about the match intent standard flow.

3. If the customer indicates that they still need help, the virtual service agent asks them to rephrase their question, or offers to create an issue for a human agent to resolve.

Use the virtual service agent in Microsoft Teams

You need to be a project administrator to set up the virtual service agent on Microsoft Teams.

Before you activate the virtual service agent in Microsoft Teams, we recommend you test the virtual service agent to make sure it’s performing well.

1. If you haven’t already, set up Microsoft Teams for your project.

2. Set up your virtual agent.

3. Turn on AI answers, or set at least one intent to Active.

The virtual service agent will automatically start working in Microsoft Teams.

Turn off the virtual service agent in Microsoft Teams

To turn off the virtual service agent in Microsoft Teams, you need to turn it off in all customer-facing channels. Find out how to turn off the virtual service agent.