building smart software
TRANSCRIPT
S I M P L E S M A R T S
D E E P D I V E D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
Agenda
S I M P L E S M A R T S
D E E P D I V E D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
Agenda
Agenda
S I M P L E S M A R T S
D E E P D I V E D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
20% Time
Accelerate U
Advocates
Afterhours Sales Support
Analytics & Integration
Atlassian Allstars
Build Engineering
C4L Hiring
Channel Programs
Chat Service
Cloud Engineering (AWS)
Cloud Support
Community
Content Marketing
Corporate Events
Customer Contact Research
Customer Marketing
Customer Science
Customer Support Tech
Data Engineering
Data Sciences
Enablement
EPA Requests
Executive Briefing Center
Experience
Feature Flag Service
Field Marketing
Finance & People Systems
Risk and Compliance
Incident Mgmt Feedback
Infrastructure Services
Japan Office Service Desk
JIRA Support Sydney
KPI Tracking
Kudos
Voice of the Customer
Localisation
Marketing Technology
Mergers & Acquisitions
Network Engineering
Open Source Requests
Operations Engineering
Platform Engineering
Premier Support Internal
Product Advocates
Public Relations
Pulse Core Billing
Purchasing SRE
Purchasing Systems
Repository Compliance
Salesforce Help
SalesOps Express
Security Intelligence
Service Desk Marketing
Stock Administration
Strategy & Analytics
Swag
Tax Desk
Videos
Website A/B
Stop Words
Stemming
TF-IDF
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
Stop Words
Stemming
TF-IDF
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
Stop Words
Stemming
TF-IDF
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
Stop Words
Stemming
TF-IDF
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
That search is so broken!
It never finds what I need :(
I spilt coffee all over my keyboard,
I just need ‘new keyboard’
Welcome to the Help Center
new hardware
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
Welcome to the Help Center
second monitor
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
Report IncidentYou can report an incident here. Note that monitoring tools automatically report outages.
hardware
monitor
printer
keyboard
mouse
computer
power
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
laptop
desktop
trackpad
ipad
hdmi
projector
scanner
copier
software
microsoft
office
adobe
word
excel
powerpoint
outlook
photoshop
illustrator
windows
sketch
keynote
intellij
omnigraffle
textmate
Software RequestWe can provide licenses to software like Microsoft Office, Adobe Creative Suite, etc.
I need help!
But I don’t know where to go :(
I know the specific thing I want,
but I don’t know the category
SUB-PROBLEMPROBLEM
Curated Labels
Search Classification
Issue Classification
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
KEYBOARD
LAPTOP
DESKTOP
MOUSE
COMPUTER
TRACKPAD
Curated Labels
Search Classification
Issue Classification
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
KEYBOARD
LAPTOP
DESKTOP
MOUSE
COMPUTER
TRACKPAD
Curated Labels
Search Classification
Issue Classification
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
new keyboard
laptop upgrade
broken mouse
keyboard
Curated Labels
Search Classification
Issue Classification
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
new keyboard
laptop upgrade
broken mouse
keyboard
Curated Labels
Search Classification
Issue Classification
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
new keyboard
I need an ergonomic keyboard
My keyboard broke
Curated Labels
Search Classification
Issue Classification
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
new keyboard
I need an ergonomic keyboard
My keyboard broke
Welcome to the Help Center
work from home
No request forms were found for ‘work from home’. Try something else.
Welcome to the Help Center
help
General IT helpIf you have any general IT inquiries ask us and we’ll get back to you shortly
Welcome to the Help Center
work from home
General IT helpIf you have any general IT inquiries ask us and we’ll get back to you shortly
Welcome to the Help Center
work from home
VPN AccessRequest access for a virtual private network key and associated software.
Curated Labels
Search Classification
Issue Classification
Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.
new keyboard
I need an ergonomic keyboard
My keyboard broke
Time Query Request Type Service Desk
13:49 computer Hardware Request IT
13:49 hardware Hardware Request IT
Iterating algorithms
Search Algorithmnew keyboard New Account
New Furniture Hardware Request Desktop Support Musical Instruments
HybridIssue History Classification
Iterating algorithms
58% 67%
Stop Words Stemming
TF-IDF
Keywords
31% 42%
Agenda
S I M P L E S M A R T S
D E E P D I V E D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
Agenda
S I M P L E S M A R T S
D E E P D I V E D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
Agenda
S I M P L E S M A R T S
D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
D E E P D I V E
when they are…
SUB-PROBLEM 1
not involved in the issue
Hard to @mention who I want
already involved in the issue
SUB-PROBLEM 2
PROBLEM
Project Lead
Component Lead
Automation Rule
WHEN
Issue createdIssue commentedIssue transitioned
SLA about to breach
IF
Issue matches JQLComment is public/private
Comment contains textUser is agent/customer
THEN
Transition issueEdit issue
Assign issueAlert user
Agenda
S I M P L E S M A R T S
D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
D E E P D I V E
Agenda
S I M P L E S M A R T S
D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
D E E P D I V E
Agenda
S I M P L E S M A R T S
D ATA E X P L O R AT I O N S
S M A R T S O U T S I D E P R O D U C T
D E E P D I V E
NPS Question
In-product feedback
Overview of what they think
FeedbackFree text allows for specific feedback
SUB-PROBLEM
How can we summarise customer feedback?
What do our customers think about our products?
PROBLEM
FunctionalityUsabilityReliability
Experience
Learning Curve
Visual Interaction
R U F
Bugs
Performance
Outages
New Features
Improvements
Missing Capabilities
How your insights are affecting change in 2017
Sean Cramer Head of Voice of the Customer, Atlassian
Thursday 2:30pm
JIRA Projects
JIRA Dogfooding
Confluence Dogfooding
Confluence Intranet
Confluence Questions
JSD IT/Facilities
JSD Finance
JSD Ops
JSD HR
People Directory
I'm locked out of my account
I'm having wifi problems
Can I get a new computer / mouse / keyboard?
I can't sign into X system
Where can I raise a ticket with X team?
Where is X meeting room?
I can’t connect to the printerGerry Tan 1:57 PM.
Yeah, thanks!Gerry Tan 2:00 PM.
I have found a couple of articles that might help:1. Setting up printers in Sydney2. How to connect to the wifi
The Charlie Bot 1:57 PM.
Did Setting up printers in Sydney help solve your problem?The Charlie Bot 1:59 PM.
Awesome! Glad I could helpThe Charlie Bot 2:00 PM.
How do I get a new laptop?Gerry Tan 2:15 PM.
Yeah, thanks!Gerry Tan 2:22 PM.
I have found a couple of articles that might help:1. Policy for employee laptop updgrades2. Choosing between Mac and Windows
I have also found a few requests you can make:1. Desktop / Laptop Support2. Hardware Request
The Charlie Bot 2:15 PM.
It looks like you have created a Hardware Request. Was that what you were looking for?The Charlie Bot 2:20 PM.
Awesome! Glad I could helpThe Charlie Bot 2:22 PM.
How do I get a new laptop?Gerry Tan 2:30 PM.
You can create a request on service desk: Hardware RequestThe Charlie Bot 2:31 PM.
It looks like you have created a Hardware Request. Was that what you were looking for?The Charlie Bot 2:20 PM.
How do I get a new swipe card for the building?Gerry Tan 2:35 PM.
NahGerry Tan 2:38 PM.
I have found a couple of articles that might help:1. Swipe cards for new employees2. After hours building access
The Charlie Bot 2:35 PM.
Did any of these help you?The Charlie Bot 2:38 PM.
okGerry Tan 2:55 PM.
Go to reception on Level 6 - they have spare cards availableGerry Tan 2:55 PM.
Sorry to hear that! If you do find a solution, let me know and I’ll remember it for next time.The Charlie Bot 2:39 PM.
When someone says “How do I get a new swipe card for the building?” what should I say?The Charlie Bot 2:55 PM.
Got it! Thanks GerryThe Charlie Bot 2:55 PM.
who is Vincent?Gerry Tan 4:01 PM.
Vincent WongGerry Tan 4:01 PM.
where does he sit?Gerry Tan 4:02 PM.
Which Vincent did you mean?1. Vincent Choy2. Vincent Kok3. Vincent Wong
The Charlie Bot 4:01 PM.
Vincent Wong is a Product Manager on the JIRA Service Desk teamThe Charlie Bot 4:01 PM.
Vincent Wong is on Level 4 on 155 Clarence Street, SydneyThe Charlie Bot 4:02 PM.
Request Type Search
@mentions Issue Assignment
Content Recommendations
Feedback Summarisation
Conversational Chat Bot
Image Credits• http://resources.workable.com/wp-content/uploads/2015/09/machine_learning.jpg
• http://static1.squarespace.com/static/52810071e4b0f8aebbcac9a5/t/53e04bede4b0a545d9af6b86/1407208477715/Arrows+in+Target+Gator+Cup.JPG?format=1500w
• https://www.google.com/selfdrivingcar/images/home-where.jpg
• http://i.cbc.ca/1.3489012.1457821866!/fileImage/httpImage/image.jpg_gen/derivatives/original_620/south-korea-game-human-vs-computer.jpg
• https://tvkinoradio.ru/upload/ckeditor/article/images/b21516d7.jpg
• https://www.crowdanalytix.com/api/assets/download?path=blogs/15/file.jpg
• http://littlebinsforlittlehands.com/wp-content/uploads/2015/02/Lego-Rainbow-Challenge-Building-Rainbows-Activity.jpg
• http://i2.kym-cdn.com/photos/images/facebook/000/024/029/Clippy-letter20110724-22047-qcxdai.PNG
• https://campbowwowscs.files.wordpress.com/2014/09/dog-food.jpg
• http://ep.yimg.com/ay/yhst-14016457918231/plan-toys-50-unit-blocks-9.jpg
• http://www.payreel.com/wp-content/uploads/2013/02/RockInJar.jpg
• http://static1.squarespace.com/static/52810071e4b0f8aebbcac9a5/t/53e04bede4b0a545d9af6b86/1407208477715/Arrows+in+Target+Gator+Cup.JPG?format=1500w