Velocity AI - ITSM AI Agent talking with and managing Jira

It is an AI Agent which understands internal Jira data (on-prem & cloud), offers instant, context-aware support, enhances workflow management and decision-making and complies with enterprise-grade security requirements. It uses data sources such as on-prem Jira ticket descriptions and comments and cloud Jira via Jira Graph Connector, Atlassian Workflows, and Copilot Studio Knowledge. The AI technologies used for this agent are Generative AI fine-tuned on internal datasets, Azure OpenAI GPT-4o for live, dynamic interaction and customized Azure App Services for orchestration. Functional componets are:

• Dual-source ingestion: combines structured (API) and unstructured (historical tickets) data
• FAQ generation: from historical tickets
• Real-time LLM querying: for ticket tracking, status, assignments
• Scalable API services: for fast and reliable performance
• Role-based access: customized queries for managers, team leads, and agent Security and compliance is managed by authentication & authorization: multi-layered checks across both models, vulnerability testing: on API endpoints and LLM access layers. Data Privacy: includes strict controls for on-prem access and storage. Key features are: Voice/Chat Interface: GPT-4o-driven interface for natural language queries Hybrid Data Poo: Merges on-prem Jira data with live Jira Cloud updates Knowledge Preservation: Archives frequently asked questions and ticket patterns Adaptive Learning: Trained on historical and current Jira data Real-time Project Insights: Updates, assignments, and sprint tracking from Jira Custom Role Logic: Queries and dashboards personalized to user roles Main benefits are:
• Unified Access to past knowledge and live updates
• Accelerated Ticket Resolution and decreased support wait time
• Improved Security & Governance with controlled access
• Enhanced Reporting for audits and internal analysis
• Improved User Experience through intuitive chat-based assistance
• Historical and real-time knowledge access unified under one assistant
• Boost in operational efficiency and decision-making speed
• Reduction in support queries and response times
• Comprehensive audit logs and analytics support