IT teams are hitting real limits with manual, rules‑based routing, fragmented tooling, and incomplete AI workflows. In this Community AMA, our product experts will walk through how we’re making JSM truly enterprise‑ready for IT service agents in 2026 and beyond.

We’ll cover:

• Workforce Optimization: skills management, intelligent scheduling, and real‑time performance views so the right skilled agents are available at the right time.

• Intelligent Routing: AI‑assisted assignment that brings the right work item to the right agent and team based on skills, availability, workload, services, and location.

• Employee Live Chat: a unified, enterprise‑grade live chat experience (Help Center, Teams, Slack) that connects employees, Rovo, and human agents in one intelligent workspace.

Bring your questions on roadmap, timelines, use cases, and what this means for your Premium and Enterprise deployments.

Agenda:

• Welcome & Intros

• Quick introduction: what it is intelligent work management?

• Overview of latest features + demo

  • Workforce Optimization

  • Intelligent Routing

  • Employee Live Chat

• Sneak peek into what’s coming on the roadmap

• Survey - How would they rate the upcoming features?

• Q&A

• Closing and Thanks