New tricks and treats from Atomicwork this October

This October, we’ve brewed up updates that make conversations with Atom better, workflows simpler and your service management more adaptable. But before we dive in, we want to remind you that we will be at Microsoft Ignite later this month!

Lenin Gali, our Chief Digital and Business Officer, will join Cohere on stage on November 21st to discuss streamlining IT operations and how Atomicwork leverages Cohere and Azure to achieve it. Register here to access the live-stream, or if you’re attending in person, swing by Cohere’s booth and say hello!

Now, let’s pop the hood to see how Atomicwork is brewing up smoother, tailored service delivery.

Pumping up the pipeline for smarter responses

Atom got a major upgrade to make your employee interactions more accurate, efficient, and professional. With improved input handling, refined responses, and smarter conversational abilities, Atom is now more capable than ever.

Improved guardrails for user input: Atom’s upgraded guardrails now handle toxic language, profanity, and bias with greater precision, prompting users to remain professional reinforcing boundaries.

Advanced context awareness: Atom effectively remembers past interactions with the user, providing more informed, accurate responses that account for previous context.

Clarifying ambiguity: Atom now intuitively asks clarifying questions for vague user requests to ensure it fully understands before responding, reducing follow-ups and helping employees get precise answers.

Validating answers: Atom double-checks its answers before delivering a response to maintain accuracy and relevance, even for complex or nuanced answers.

Superpowering Atom’s Slack homepage

Atom’s new Slack homepage brings your approvals, tasks, and requests front and center, allowing you to take action directly within Slack. With instant access to key details—like the latest response, status, priority, and due dates—you can make quick, informed decisions. Approve or decline requests, mark tasks as complete, and manage requests from here to keep your work uninterrupted.

Smarter request searches with focused filters

Employees and agents can now ask Atom to pull up requests based on specific criteria like Status, Priority, or a combination of both. For example, saying “Show my urgent requests” will display all requests you’ve raised with an urgent priority. Agents can view their assigned requests under a specific category by asking, “Pending urgent requests assigned to me.” They can filter by all statuses, including custom ones, for more refined results. Atom displays the most recent five requests, with links to view more in the Atomicwork portal.

Clocking in with custom business hours

Business hours can now be tailored for different teams or shifts, allowing multiple schedules to align SLAs with each team’s active hours. Particularly useful for globally distributed teams, where requests assigned to any team or agent after their active hours will pause SLA tracking until their next workday. This ensure fair and achievable expectations, avoiding unnecessary penalties.

Filtering response metrics by groups provides targeted insights into each group’s resolution performance. This can help you identify strengths and improvement areas, optimizing service efficiency.

Workflows that work harder

With new workflow triggers and placeholders, you can handle requests more flexibly. For example, a request’s group change can trigger workflows to auto-assign agents, while the Update request action unassigns requests, balancing team workloads seamlessly.

Levelling up asset management

Filter assets by attributes like type, warranty, and more, making searches faster and asset management faster more streamlined. Allow your employees to specify impacted assets when reporting incidents, providing agents with valuable context for more accurate and efficient handling.

More updates you won’t want to miss:

• Approvals now show prominently at the top of requests, making them easy for approvers to see and act on.
• New child pages added to existing Confluence pages now sync into Atomicwork every day.
• Additional Okta actions—Get user details, Retrieve last login event, and Generate reset password link—are now available in workflows.

Our October updates bring powerful enhancements to streamline your IT processes. Ready to see these updates in action? Schedule a demo today and experience how our features can make your service management smarter and more impactful!