Using Confluence Integrations To Serve More Customers Fast

Confluence integrations with an AI support agent can help you achieve stellar support service. Read on to learn more.

Using Confluence Integrations To Serve More Customers Fast
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Jul 18, 2024 04:14 AM
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Jul 18, 2024
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In today’s fast-paced world, business success requires fast and efficient customer support. Aroundthree-fourths of customersnow expect immediate support from companies, and a sluggish support team drags down customer satisfaction and retention.
With AI chatbots, your customers can receive assistance in seconds. Provide them with the proper training data, and they’ll serve your customers in a heartbeat.
If you have a Confluence knowledge base, you can integrate it into an AI chatbot and empower it to provide prompt, helpful, and accurate responses to customers. Let’s discuss the benefits of Confluence integrations with AI-powered customer support.

What Is Confluence?

Confluence is an online team collaboration platform that allows users to create, organize, and share knowledge and content in one place.
With Confluence, your team can create a knowledge base or a centralized place for team members and customers to access business-specific content.
Your Confluence knowledge base can contain these helpful materials:
  • Frequently Asked Questions (FAQs)
  • Product News and Updates
  • Documentation
  • How-To Guides (text and video formats)
  • Use cases
  • Blogs and articles
Using customizable space templates, it’s easy to create content pages in Confluence and organize them in a hierarchical structure.

Confluence Use Cases

Here are some common ways to use Confluence for business.
1. Knowledge Creation and Management
Confluence is an easy-to-use platform for creating a knowledge base. It offers hundreds of templates to scale your business’s content quickly. For instance, ready-made templates for “how-to” articles and troubleshooting guides are available.
2. Project Management and Collaboration
Confluence lets you create whiteboards for team brainstorming and task delegation. There are also pre-made templates available for project mapping and business status updating to help track your project goals’ progress.
3. Intranet Development
Create a one-stop “internal wiki” for your employees where they can access news, updates, and learning resources on demand. You can also encourage your team experts to contribute knowledge or refine your existing content.

What are Confluence Integrations?

Confluence integrations refer to various third-party or external applications that you can connect with Confluence. With these integrations, you can enhance your business’s productivity by linking your Confluence content or functionalities within the external application’s workspace.
Simply put, Confluence integration allows you to access and share information in Confluence from within the other application and vice versa.

Examples of Confluence Integrations

Here are some of the best Confluence integrations you can try:
  • Confluence Microsoft Teams Integration:This integration enables your team to easily access your embedded Confluence pages without leaving an MS Team conversation. Furthermore, the integration lets your team edit Confluence pages within MS Team’s work environment.
  • Confluence Stack Integration:Access your Confluence pages or provide feedback and comments to content without leaving Slack using this integration. Additionally, your Slack teammates can receive notifications for any changes or updates in the Confluence pages they have access to.
  • Confluence Google Drive Integration:By connecting Confluence to your Google Drive, you can easily insert GDrive documents and folders into your Confluence spaces and pages.
  • Confluence Dropbox Integration:This integration provides seamless importing of Dropbox files to your Confluence workspace
  • Jira & Confluence Integrations:Jira is a collaborative project management tool for planning, tracking, and releasing software products. The Jira-Confluence integration supports seamless viewing, editing, and creating Confluence pages within the Jira workspace. This reduces context switching and improves your team’s speed and efficiency.

How to Integrate Confluence With Other Applications

There are two main channels to perform Confluence Integrations: OAuth1.0 (for Atlassian products) and OAuth 2.0 (for non-Atlassian external products). In this section, we will use the second channel, particularly its ability to let an external app request data from Confluence.
1. Go toAdministration > General Configuration > Application links
2. PressCreate Link
3. ChooseExternal Application, then choose Incoming.
4. Provide the redirect URL of the external application.
5. Grant permission to access your provided URL.
6. Copy the OAuth credentials generated by Confluence to your external application. The integration is completed after this.
However, some external products let you connect Confluence to them without performing the steps above. For example,My AskAI and Confluence integrationis possible by simply adding Confluence as a data source for My AskAI (more about this later).

Applying Confluence Integrations to Customer Support

Many businesses have already deployed AI chatbots as frontline agents to deflect simple customer queries. Ask them for any information about the company, and they will respond immediately and with full accuracy.
For these chatbots to work, they need data sources. They scan and “learn” these data to respond to customers. Your Confluence pages and content containing how-to guides, tutorials, and other informative materials can be a data source for an AI chatbot like My AskAI.
Simply put, Confluence integrations can enhance AI-powered customer support by providing detailed, accurate, and timely training data for AI chatbots and assistants that automate support service processes.

Performing Confluence Integrations to My AskAI

My AskAI helps businesses create an AI support agent (like a chatbot) that can respond to simple customer queries automatically. Training an agent is easy. Instead of spending hours coding the bot manually, you add your web pages and internal knowledge documents.
My AskAI also uses web-based knowledge bases from Notion, Google Drive, SharePoint, Gitbook, SalesForce, and Confluence. Once Confluence is integrated with My AskAI, the AI agent will provide customers with information straight from Confluence's knowledge base.
Follow these steps to integrate Confluence to My AskAI:
  1. Go toChatbot Setup > Knowledge > Connect Internal Knowledge Sources.
  1. Select“Add New Connection”.
  1. ClickConfluenceto choose it as the knowledge source you want to integrate into the chatbot.
  1. Select your Confluence account and grant the required permissions.
  1. Pick the pages or files you want to connect.
  1. Verify and confirm your selection.
That’s it! Your AI chatbot is now trained with your Confluence pages. It can now respond to customer inquiries based on information included in your Confluence knowledge base.
Please note that any updates in your Integrated Confluence pages are automatically synced to My AskAI, and these changes usually take at most 24 hours to reflect.

Conclusion

From Confluence’s words:“Knowledge hoarded is knowledge wasted.”All essential information about your business and products must be available to your customers on demand. This will help them use your products to their full potential, so you can also earn their support and loyalty.
WithMy AskAI, you can integrate your Confluence knowledge base, pages, and files as data sources and let it provide accurate and quick responses to customer requests. Upon integration and training, you can directly install My AskAI to your existing live chat tools like Zendesk, HubSpot, and Intercom and see how the AI agent can deflect over 75% of requests overnight.

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Written by

Mike Heap
Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.