Hugo is an AI tool designed to streamline customer support by automating ticket resolution and integrating with existing business systems. It maintains conversation context, learns from interactions, and provides a no-code setup for teams to quickly implement it. The platform emphasizes data control, security, and compliance with European regulations.

This article explains how Atlassian's JSM Virtual Agent uses AI to improve customer support by automating responses and streamlining chat processes. It details the architecture changes made to enhance the system and the positive impact on resolution rates and customer satisfaction.