Meet the new Atom

Remember when ChatGPT first came out? It was pretty good at finding information for you from the web but struggled with some basic tasks like naming the number of ‘r’s in strawberry or with remembering context. Eventually, it got so good at conversations and reasoning that the ChatGPT of today that can be a tutor, scored higher than most models on Health Bench and is the benchmark for math.

Similarly, our Universal Agent, Atom, was pretty good at finding answers for employees but it didn’t account for the messiness of work. Not all questions have just one answer and sometimes, the perfect answer didn’t lead to an instant resolution.

The next step to effortless resolutions

The redesigned Atom experience makes conversations more natural, proactive, contextual, human and effective so employees get what they need with minimum input or strife through all the channels they use today to get help at work – Slack, Teams, browser, email and portal. They can also get help in the mode they prefer – through voice, chat or vision.

This is the next step in our mission to keep pushing the boundaries of employee support so that the experience of interacting with Atom is closer and closer to interacting with a friendly, omniscient colleague who gets what you mean immediately, and has all the answers and solutions.

As opposed to a chatbot that encourages you to create a ticket instead of giving you a resolution. It’s one step forward for a service-first world from a ticket-first.

We’ve focused on streamlining how Atom communicates with employees – the way responses are formatted, how next steps are presented and what rabbit holes it went down to get you the best answer.

Inside the new Atom experience

Atom can now reason across knowledge, the service catalog, actions and context to fetch you the best, personalized answer. Instead of searching a perfect intent match and just reacting to your messages, Atom now guides support conversations to resolutions.

Some highlights of the new Atom experience include:

• Atom combines information to give you answers and actions. Atom also shows its work and how it’s putting together a response – knowledge, forms, sources, fallback logic – for every response​
• Relevant CTAs are specific to the employee’s message clearly guiding them on what to do next
• Atom retains context across long, multi-turn conversations without losing track​ or asking repetitive questions like it’s a bot
• Real-time notifications where you work, whether it’s Slack, Teams or the browser

These updates are available across all supported channels – Slack, Teams, the portal and browser.

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