Reading, UK

USE CASE

Creating a custom Rovo Agent to Improve Request Triaging

Case study at a glance

The Challenge

High volume of FinOps queries raised via Slack

Existing Virtual Agent unable to correctly route all requests
Query Type and Routing fields frequently left blank
Increased need for human intervention
Slower ticket resolution due to inaccurate triage

The Solution

A custom exception-handling Rovo Agent to take over when the Virtual Agent fails

Agent analyses the issue description and determines Query Type + Routing
Updates Jira fields automatically and leaves a comment for clarity
Built entirely in Rovo Studio with natural language prompts

The Benefit

More accurate and consistent request routing

Faster issue resolution
Reduced manual triage workload
Freed-up human agents to focus on high-value queries
Improved FinOps support experience

The full story: In depth

Background

In our work with an international speciality insurance firm, we’re continually exploring how we can automate 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 for our client.

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

The Challenge

Our client’s Service Desk team were handling a significant number of FinOps queries – and needed help embedding faster, and more efficient processes.

The team were already using a Virtual Agent to triage these queries. Users raise FinOps requests in a dedicated Slack channel, which are then picked up by the Virtual Agent to triage and route.

However, the Virtual Agent could not always accurately identify the right triage or routing options, which then slowed down resolution times.

The Solution

To tackle this, we built a custom Rovo Agent to take over whenever the Virtual Agent cannot handle the request.

There are a lot of Query Type and Routing combinations for the queries. When users raise a request on Slack, the Virtual Agent will interact with the user to secure additional information – but if the responses from the user do not match a particular combination, the Service Agent will simply create the ticket but leave the Routing field blank.

It’s at this point that the Rovo Agent kicks in.

How does the request triage and routing Rovo Agent work?

We developed the Rovo Agent to act like an exception-handling agent.

If the Virtual Agent leaves ‘QueryType’ and ‘Routing’ fields is empty, an automation rule triggers the Rovo agent to process the issue description. The new Rovo Agent will then identify the Query Type and the Routing.

Next, the automation rule will process the agent’s response and attempt to update the issue and add a comment.

The Benefits

This custom Rovo Agent now takes over all failed routings. Our client expects to see significant reduction in human intervention and more accurate triage/routing for FinOps queries as a result.

Our accreditations

Atlassian Cloud Migration Specialised Badge

Atlassian Service Management Specialised badge

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 triage workflows or want to explore building a custom Rovo Agent for your team, our experts are here to help.