Atlassian Support & the Customer Service Management app
Modern customer service experiences are broken. Customers expect instant, personalized help but support teams aren’t able to deliver, leading to slow responses, frustration, and churn. That’s why we built Atlassian’s new, AI-powered Customer Service Management app which helps support teams deliver faster, smarter, and truly exceptional customer experiences. Announced at Team' 25 Europe, this on-demand recording from the event will give you an overview of the app and share how Atlassian’s Customer Support Services (CSS) organization acted as “Customer 0.” You’ll walk away with real-world, actionable insights on how implementing the app transformed CSS’s practices and established a hybrid support model that combined human expertise with intelligent automation.
Great customer service isn’t just a nice to have. Great products and great customer service go hand in hand because great customer service is core to your product and brand’s reputation and success.
Modern support teams are under pressure though, from high expectations to AI impacting ways of working. Support teams should be able to give customers instant help, enable their team to have more time to do the work only humans can do, and still deliver the top-notch service their customers deserve which is why we built the Customer Service Management app.
We introduced the Customer Service Management app on stage at Team ‘25 Europe and we’re excited to share the breakout session on-demand with Senior Principal Product Manager for Customer Service Management, Vincent Wong, and Head of Applied AI for Customer Service Management, Nisha Iyer. In this session:
- Learn how the latest AI technologies are redefining customer service, what’s next, and how our Customer Service Management app will help you stay ahead of the curve.
- Hear how Atlassian’s Customer Support Services organization acted as “Customer 0” for the app, led a successful support transformation with results like maintaining a best-in-class 96.15% customer satisfaction score for AI-enhanced interactions, average customer contact resolution time going from 8 days to less than 9 minutes, and more. Plus, learn about the human and operational story behind the transformation from experimentation to embracing developing new skills.
- Understand why success isn’t just about automation or cost savings, but about solving problems and delivering better customer outcomes and how you can evolve your support practices for the better.
Whether you’re just beginning your AI support journey or looking to refine it, this talk offers actionable insights for evolving support with a sharp focus on customer happiness, not just deflection.
Speakers
Vincent Wong
Senior Principal Product Manager, Customer Service Management, Atlassian
Vincent Wong is a Senior Principal Product Manager on the Customer Service Management app team at Atlassian. Before this, he spent the last 10 years on the Jira Service Management team so he’s passionate about all things service. Outside of work, he enjoys hunting down up-and-coming coffee shops and restaurants.
Nisha Iyer
Head of Applied AI, Customer Service Management, Atlassian
AI & data science leader at Atlassian, driving applied AI strategy across support and knowledge domains. Leads Applied AI within CSM, building modular AI components and agentic workflows that power intelligent automation for CSM.
