Building Smart Software

SHIHAB HAMID • PRINCIPAL PRODUCT MANAGER • ATLASSIAN

Building Smarts

Smarter collaboration products

Machine Learning Talking Point

Data Science Product

Detailed algorithms

Tweaking parameters


Data Science Product

What is a ‘smart’ feature?

Dear so and so,

….

12 Oct 2016

What’s the problem we’re trying to solve?

Smart is a solution, not a customer problem

Talking Point Talking Point

What can we do with the data?

What problem are we solving?

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




20,000+ teams

Service TeamIT, Support

CustomersEmployees, Clients

Request Types

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

I need help!

But I don’t know where to go :(

Problem worth solving

Stop Words

Stemming

TF-IDF

Hardware RequestIf you need additional hardware, like a monitor or a printer, raise a request using this form.

Eat your own dogfood

TIP

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



second monitor


Report IncidentYou can report an incident here. Note that monitoring tools automatically report outages.


keyboard

No request forms were found for ‘keyboard’. Try something else.

hardware

monitor

printer

keyboard

mouse

computer

power


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!


PROBLEM

I need help!


I know the specific thing I want,

but I don’t know the category

SUB-PROBLEMPROBLEM

Learn what ML can do

TIP

I know the specific thing I want,

but I don’t know the category

SUB-PROBLEM

Curated Labels

Search Classification

Issue Classification


KEYBOARD

LAPTOP

DESKTOP

MOUSE

COMPUTER

TRACKPAD

Curated Labels




new keyboard

laptop upgrade

broken mouse

keyboard

Curated Labels




new keyboard

I need an ergonomic keyboard

My keyboard broke


work from home

No request forms were found for ‘work from home’. Try something else.


help

General IT helpIf you have any general IT inquiries ask us and we’ll get back to you shortly

I need to work from home

General IT helpGeneral IT help


work from home

General IT helpIf you have any general IT inquiries ask us and we’ll get back to you shortly

I need to work from home

General IT helpVPN

VPN Access


work from home

VPN AccessRequest access for a virtual private network key and associated software.

Curated Labels




new keyboard

I need an ergonomic keyboard

My keyboard broke

Collect lots of data

TIP

Search text

Final request type

10 min

Time Query Request Type Service Desk

13:49 computer ? ?


13:49 computer ? ?

13:49 hardware Hardware Request IT


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

Keywords


31%

Stop Words Stemming

TF-IDF

Keywords


31% 42%

Issue History Classification


58%

Stop Words Stemming

TF-IDF

Keywords

31% 42%

HybridIssue History Classification


58% 67%

Stop Words Stemming

TF-IDF

Keywords

31% 42%

new employee

In the wild

30-33%

48-52%

S ≤ 200 req/month

M-L > 200 req/month

In the wild

30-33%

48-52% 100%

I need help!



Focus on the problem

TIP

Agenda




Agenda


D ATA E X P L O R AT I O N S


D E E P D I V E

@mentions

Hey @ronald do you know if the router on level 3 is still playing up?

Section title 1

Hard to @mention who I want

adoption

user

s

PROBLEM

@david

@shihab

jira.atlassian.com

@david wilson

jira.atlassian.com

when they are…

SUB-PROBLEM 1

not involved in the issue


PROBLEM

when they are…

SUB-PROBLEM 1

not involved in the issue


already involved in the issue

SUB-PROBLEM 2

PROBLEM

when they are…



SUB-PROBLEM 2

PROBLEM

Heuristics

Prioritise

Commenter

Reporter

Assignee

Watcher

Voter

@ron



when they are

Issue Assignment

Who’s the best person to work on a ticket?

tickets

time

assi

gnin

g

PROBLEM

Project Lead

Component Lead

Automation Rule

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

Project Lead

Component Lead

Automation Rule

“ab-guru”

..blah A/B blah..

Project Lead

Component Lead

Automation Rule

“team-lead”

Agenda




D E E P D I V E

Experimental

Section title 1

Section title 128%Predict Assignee

Section title 128%Predict Assignee

58%Predict 3 Potential Assignees

Talking Point Talking Point

What else can we do with the data?


Exploring Solving

pieces of content

24

What should I be reading?

users

cont

ent

PROBLEM

Exploring

Section title 1

PM

PM

PM

PMPM

ENG

ENGENG

ENG

ENG

ENG

Agenda




D E E P D I V E

What do our customers think about our products?

customers

feed

back

PROBLEM

Customer feedback channels

Issue Tracker


SupportIssue Tracker


SupportIssue Tracker Customer Interviews


SurveysSupportIssue Tracker Customer Interviews


NPS Question

In-product feedback

Overview of what they think

NPS Question

In-product feedback

Overview of what they think

FeedbackFree text allows for specific feedback

In-product feedback

responses per month

50,000+

comments per month

15,000+

SUB-PROBLEM

How can we summarise customer feedback?


PROBLEM

FunctionalityUsabilityReliability

Experience

Learning Curve

Visual Interaction

R U F

Bugs

Performance

Outages

New Features

Improvements

Missing Capabilities

R U F

slow

broken

error

complex

can’t find

setup

like to

i wish

customize

RUF Classifier

R

RUF Classifier

RF90%

UEase to learn & use

Creating content

Finding content

Aesthetics & design

Integrations

How your insights are affecting change in 2017

Sean Cramer Head of Voice of the Customer, Atlassian

Thursday 2:30pm

Who can answer my question?

employees

info

rmat

ion

PROBLEM

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?

Charlie

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


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


Did any of these help you?The Charlie Bot 2:38 PM.

Charlie

Confluence Questions

HipChat

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


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.

Talking Point

Explore

Request Type Search

@mentions Issue Assignment

Content Recommendations

Feedback Summarisation

Conversational Chat Bot

Talking Point


Talking Point

What problem are we solving?

Talking Point


Thank you!

SHIHAB HAMID • PRINCIPAL PRODUCT MANAGER • ATLASSIAN

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

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

Building Smart Software

Technology

Transcript of Building Smart Software