Creating a custom Rovo Agent to Improve Data Quality

Case study at a glance

The Challenge

A high volume of enterprise-wide data quality requests

High volume of business-critical queries
Challenging to maintain triage and resolution SLAs during increased system use
Significant human agent intervention on low-priority requests
Slower than ideal triage and resolution time

The Solution

4 collaborative Rovo Agents to triage Data Quality queries

Agents collaborate to identify issue, suggest a fix, populate, and then format fields on tickets
Draws on knowledge saved within a dedicated Confluence Space to recommend fix
A human Data Quality Engineer can approve all ticket fields
Built entirely in Rovo Studio with Natural Language prompts

The Benefit

Faster handling of mission-critical data quality requests

Greater efficiency
Supports with the volume of tickets during peak times
Automates repetitive, manual tasks such as custom-field formatting and population
Frees up human agent time to focus on higher-value queries and requests

The full story: In depth

Background

In our work with an international speciality insurance firm, we’re continually exploring how we can automate and enhance internal processes for its business teams. Our client has embraced Rovo across its Atlassian toolset – particularly in Jira Service Management (JSM).

We have created a range of custom Rovo Agents to unlock greater time efficiencies, tighter quality control, and happier users across the organisation.

In this case study, we’re focusing on a custom Atlassian Rovo Agent to improve data quality request handling.

The Challenge

Data quality is essential for an insurance firm, and our client’s Data Quality team handles a significant volume of queries for all systems across the business.

These each need these to be dealt with as swiftly and effectively as possible – especially at times of peak system usage. Our client also wanted to free up human agent time to focus on the highest priority requests, and to automate less complex ones.

The Solution

The Data Quality team already used Atlassian Assist to create service desk ticket from requests that are raised in a Slack channel. We built a group of four Rovo Agents which work together to strengthen the next part of the process: Triage.

How do the Data Quality request triage Rovo Agents work?

The solution comprises one lead Rovo Agent, and three supporting ones:

The first Agent reviews the request, searches for related issues and identifies the issue.
By parsing knowledge base articles and content, held in a specific Confluence space, the second Agent suggests a fix for the Data Quality Engineer.
This Agent takes care of the ticket custom fields, of which there can be up to 12. These fields might include ‘Severity level’, ‘Systems impacted’, and more…
The final Agent handles the formatting of those custom fields.

With all four custom Rovo Agent combined, our client’s Data Quality team now benefits from a robust, automated request triage process.

Before a ticket is closed, a human agent will have the opportunity to edit and approve all fields. We proactively built this approval step into our client’s workflow, as it was important that a human sign off all agentic input.

The Benefits

This custom Rovo Agent now handles all simple Data Quality queries, automatically suggesting a fix and populating ticket fields.

This has freed up significant human time, so our client’s Data Quality Engineers can focus on the more complex, high priority cases.

Our accreditations

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SOLUTIONS

Rovo AI Accelerator

Turn to AC to guide you through your full Rovo and AI adoption process. From discovery and design to training and rollout, you’ll unlock new levels of AI-powered efficiency and smarter decision-making. Whether you’re looking to embed sustainable internal AI processes, or create your own library of powerful custom Rovo agents, we can help you realise value from Atlassian Rovo AI capabilities faster, more effectively and securely.

Find out more about our Rovo AI Accelerator

Ready to explore what Rovo Agents could do for your team?

If you’d like advice on your own Data Quality workflows or want to discuss building a custom Rovo Agent our experts are here to help.