Atlassian Corporation Plc, an Australian software giant, is a leading provider of productivity and team collaboration software and the maker of Confluence, Jira Software, Bitbucket, and Trello software. Atlassian acquires Percept.AI, a US-based artificial intelligence company specializing in virtual agent technology powered by natural language processing.
Percept.AI’s platform helps companies and teams automate their tier-1 support interactions via multiple channels like email, chat, web, and portal. Percept.AI’s acquisition will help Atlassian to better understand the context behind a support query. The conversational AI engine analyses and understands the sentiment, context, intent, and profile information to personalize interactions.
Ahead of today’s acquisition, Percept.AI raised a seed round funding of undisclosed sum from companies like Builders VC, Cherubic Ventures, Tribe Capital, Hike Ventures, etc.
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Edwin Wong, Head of Product Management for Jira Service Management, said that integrating Percept.AI with Jira Service Management will help the Atlassian support team deliver services faster and at scale. It’ll also create a unified platform for seamless chat-based conversations between customers and agents.
Over the past several years, Atlassian has been investing in solutions that help build predictive, smart experiences into its products. It previously acquired Halp, Think Tilt, and Mindville to improve the functionality of its Jira Service Management software.
The acquisition of Percept.AI, along with previous investments in AI and machine learning-based software, will help Atlassian enhance the efficiency of the Jira management system and provide an excellent customer support experience to its users.