{"id":62071,"date":"2025-12-08T17:49:17","date_gmt":"2025-12-08T17:49:17","guid":{"rendered":"https:\/\/www.automation-consultants.com\/?page_id=62071"},"modified":"2026-02-05T12:05:16","modified_gmt":"2026-02-05T12:05:16","slug":"custom-rovo-agent-finops-request-triage","status":"publish","type":"page","link":"https:\/\/www.automation-consultants.com\/cn\/about-us\/case-studies-old\/custom-rovo-agent-finops-request-triage\/","title":{"rendered":"Creating a custom Rovo Agent to Improve Request Triaging"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"62071\" class=\"elementor elementor-62071\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2af09dc elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2af09dc\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-72ab8d6\" data-id=\"72ab8d6\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2a22594 elementor-invisible elementor-widget elementor-widget-pix-text\" data-id=\"2a22594\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"pix-text.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"pix-el-text w-100 text-center \" ><div class=\"d-inline-block\" style=\"max-width:700px;\"><p class=\" resp-option text-primary text-center \" ><span class=\"text-primary animate-in d-inline-block\" data-anim-delay=\"200\" data-anim-type=\"fade-in-up\">USE CASE<\/span><\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-89ff726 elementor-widget elementor-widget-pix-sliding-text\" data-id=\"89ff726\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"pix-sliding-text.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"el-89ff726\" class=\"mb-3 text-center \"><h1 class=\"mb-32 pix-sliding-headline-2 animate-in font-weight-bold body-font \" data-anim-type=\"pix-sliding-text\" data-class=\"body-font text-white\" style=\"\"><span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 0ms;\">Creating&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 150ms;\">a&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 300ms;\">custom&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 450ms;\">Rovo&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 600ms;\">Agent&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 750ms;\">to&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 900ms;\">Improve&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 1050ms;\">Request&#32;<\/span><\/span> <span class=\"slide-in-container \"><span class=\"pix-sliding-item body-font text-white\" style=\"transition-delay: 1200ms;\">Triaging&#32;<\/span><\/span> <\/h1><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-24064be elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"24064be\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;shape_divider_top&quot;:&quot;waves-pattern&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t<div class=\"elementor-shape elementor-shape-top\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1047.1 3.7\" 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M2.5,1.2C2.5,1.2,2.5,1.2,2.5,1.2C2.5,1.2,2.5,1.2,2.5,1.2z M2.7,1.4c0.1,0,0.1,0.1,0.1,0.1C2.8,1.4,2.8,1.4,2.7,1.4z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ee283aa\" data-id=\"ee283aa\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d1aa2a5 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"d1aa2a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Case study at a glance<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4be15a0 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4be15a0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-c2f6a56\" data-id=\"c2f6a56\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-77fa43d elementor-widget elementor-widget-image\" data-id=\"77fa43d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"31\" height=\"35\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2023\/03\/Groupe-2015.svg\" class=\"attachment-thumbnail size-thumbnail wp-image-35325\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ec00a9 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"0ec00a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-large\">The Challenge<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fb87980 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"fb87980\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">High volume of FinOps queries raised via Slack<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af626e5 elementor-widget elementor-widget-text-editor\" data-id=\"af626e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div data-layout-column=\"true\" data-column-width=\"33.33\"><div class=\"cc-pw7jst\"><ul><li>Existing Virtual Agent unable to correctly route all requests<\/li><li>Query Type and Routing fields frequently left blank<\/li><li>Increased need for human intervention<\/li><li>Slower ticket resolution due to inaccurate triage<\/li><\/ul><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-5841881\" data-id=\"5841881\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fb11346 elementor-widget elementor-widget-image\" data-id=\"fb11346\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"31\" height=\"32\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2023\/03\/Groupe-2014.svg\" class=\"attachment-thumbnail size-thumbnail wp-image-35322\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f974ba elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"8f974ba\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-large\">The Solution<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b88c044 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"b88c044\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">A custom exception-handling Rovo Agent to take over when the Virtual Agent fails<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-413cc73 elementor-widget elementor-widget-text-editor\" data-id=\"413cc73\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div data-layout-column=\"true\" data-column-width=\"33.33\"><div class=\"cc-pw7jst\"><ul><li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Agent analyses the issue description and determines Query Type + Routing<\/li><li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Updates Jira fields automatically and leaves a comment for clarity<\/li><li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Built entirely in Rovo Studio with natural language prompts<\/li><\/ul><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-5e6983e\" data-id=\"5e6983e\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d314604 elementor-widget elementor-widget-image\" data-id=\"d314604\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"33\" height=\"33\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2023\/03\/Groupe-2013.svg\" class=\"attachment-thumbnail size-thumbnail wp-image-35319\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a4711d elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"6a4711d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-large\">The Benefit<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9928cf8 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"9928cf8\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">More accurate and consistent request routing<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de8f981 elementor-widget elementor-widget-text-editor\" data-id=\"de8f981\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"layout-section-container\"><div data-layout-section=\"true\" data-layout-columns=\"3\"><div data-layout-column=\"true\" data-column-width=\"33.33\"><div class=\"cc-pw7jst\"><ul><li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Faster issue resolution<\/li><li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Reduced manual triage workload<\/li><li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Freed-up human agents to focus on high-value queries<\/li><li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Improved FinOps support experience<\/li><\/ul><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3ec7e72 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3ec7e72\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5f7f058\" data-id=\"5f7f058\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a44a206 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"a44a206\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The full story: In depth<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-11e3632 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"11e3632\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ade285e\" data-id=\"ade285e\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eb9bc79 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"eb9bc79\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Background<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-3059fb9 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3059fb9\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-5a60cc7\" data-id=\"5a60cc7\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-edde9de elementor-widget elementor-widget-image\" data-id=\"edde9de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"31\" height=\"35\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2023\/03\/Groupe-2015.svg\" class=\"attachment-thumbnail size-thumbnail wp-image-35325\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-inner-column elementor-element elementor-element-5752157\" data-id=\"5752157\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bbdc68b elementor-widget elementor-widget-text-editor\" data-id=\"bbdc68b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-renderer-start-pos=\"60\" data-local-id=\"960d7ae7-5aca-4e36-96df-aacd5610e3f1\">In our work with longstanding client Convex, an international speciality insurance firm, we\u2019re continually exploring how we can automate internal processes for its business teams. Convex has embraced Rovo across its Atlassian toolset &#8211; particularly in Jira Service Management (JSM).<\/p><p data-renderer-start-pos=\"345\" data-local-id=\"e1f41b78-b495-4f94-aa90-3a727fcb6cd2\">We have created a range of custom Rovo Agents to unlock greater time efficiencies, tighter quality control, and happier users across the organisation.<\/p><p data-renderer-start-pos=\"464\">In this case study, we\u2019re focusing on a <strong data-renderer-mark=\"true\">custom<\/strong> <strong data-renderer-mark=\"true\">Atlassian<\/strong> <strong data-renderer-mark=\"true\">Rovo Agent to improve request triaging.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c52d031 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c52d031\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6ae40f5\" data-id=\"6ae40f5\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2b20e10 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"2b20e10\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Challenge<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-eae1375 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eae1375\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-e700f24\" data-id=\"e700f24\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-093a940 elementor-widget elementor-widget-image\" data-id=\"093a940\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"31\" height=\"35\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2023\/03\/Groupe-2015.svg\" class=\"attachment-thumbnail size-thumbnail wp-image-35325\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-inner-column elementor-element elementor-element-e4ce061\" data-id=\"e4ce061\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4a2a134 elementor-widget elementor-widget-text-editor\" data-id=\"4a2a134\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-renderer-start-pos=\"680\" data-local-id=\"9e0178ff-6228-4287-9bd6-50f48ec251e2\">The Convex team were handling a significant number of FinOps queries &#8211; and needed help embedding faster, and more efficient processes.<\/p><p data-renderer-start-pos=\"817\" data-local-id=\"6c6b74e7-635b-4ca2-bf3c-476ce844a92f\">The team were already using a Virtual Agent to triage these queries. Users raised FinOps requests in a dedicated Slack channel, which were then picked up by the Virtual Agent to triage and route.<\/p><p data-renderer-start-pos=\"1015\" data-local-id=\"6c3dfd8f-b281-41c8-8508-32f9c764ad9d\">However, the Virtual Agent could not always accurately identify the right triage or routing options, which then slowed down resolution times.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5d48920 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5d48920\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-154a2a3\" data-id=\"154a2a3\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bdc8659 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"bdc8659\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Solution<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-8994530 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8994530\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-dfac408\" data-id=\"dfac408\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d2071e8 elementor-widget elementor-widget-image\" data-id=\"d2071e8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"31\" height=\"32\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2023\/03\/Groupe-2014.svg\" class=\"attachment-thumbnail size-thumbnail wp-image-35322\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-inner-column elementor-element elementor-element-af99bec\" data-id=\"af99bec\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2234a60 elementor-widget elementor-widget-text-editor\" data-id=\"2234a60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-renderer-start-pos=\"1387\" data-local-id=\"60cf4885-6b69-41d9-9ead-2d900c9df5d2\">To tackle this, we built a custom Rovo Agent to take over whenever the Virtual Agent cannot handle the request.<\/p><p data-renderer-start-pos=\"1501\" data-local-id=\"9319a9ef-1c35-4a32-919a-6bae76861359\">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 &#8211; 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.<\/p><p data-renderer-start-pos=\"1849\" data-local-id=\"5028b590-c71f-40d1-a50f-9495b7da6106\">It\u2019s at this point that the custom Rovo Agent kicks in.<\/p><p data-renderer-start-pos=\"1906\" data-local-id=\"901f5f37-6fe3-4223-8dc4-1645cce36ce8\"><strong data-renderer-mark=\"true\">How does the request triage and routing Rovo Agent work?<\/strong><\/p><p data-renderer-start-pos=\"1964\" data-local-id=\"46a1569a-6550-4405-be12-3eec451de70d\">We developed the Rovo Agent to act like an exception-handling agent.<\/p><p data-renderer-start-pos=\"2035\" data-local-id=\"8137ddac-7e0b-43f3-8bef-347743eb1e92\">If the Virtual Agent leaves \u2018QueryType\u2019 and \u2018Routing\u2019 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.<\/p><p data-renderer-start-pos=\"2254\" data-local-id=\"d57f33fb-724b-4ef5-ba98-6b9ae1b166e9\">Next, the automation rule will process the agent\u2019s response and attempt to update the issue and add a comment.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0b7d460 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0b7d460\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-46d82d9\" data-id=\"46d82d9\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3d498de elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"3d498de\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Benefits<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-aeaef07 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"aeaef07\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-76cbb11\" data-id=\"76cbb11\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8b0bbe1 elementor-widget elementor-widget-image\" data-id=\"8b0bbe1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"33\" height=\"33\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2023\/03\/Groupe-2013.svg\" class=\"attachment-thumbnail size-thumbnail wp-image-35319\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-inner-column elementor-element elementor-element-857f49a\" data-id=\"857f49a\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d8186d1 elementor-widget elementor-widget-text-editor\" data-id=\"d8186d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-renderer-start-pos=\"4023\">This custom Rovo Agent now takes over all failed routings. The team at Convex expects to see significant reduction in human intervention and more accurate triage\/routing for FinOps queries as a result.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-63b245f elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"63b245f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cfe753e\" data-id=\"cfe753e\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0d7eed4 elementor-widget elementor-widget-heading\" data-id=\"0d7eed4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Our accreditations <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7018fd6 elementor-widget__width-inherit elementor-widget elementor-widget-global elementor-global-53771 elementor-widget-pix-clients-carousel\" data-id=\"7018fd6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"pix-clients-carousel.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"pixfort-swiper position-relative  clients  \"><div class=\"position-relative\"><div class=\"swiper  pix-style-standard pix-circular-slider \" data-swiper='{\"loop\":true,\"is_thumbnails\":false,\"has_thumbnails\":false,\"slidesPerView\":\"1\",\"slidesPerGroup\":1,\"autoHeight\":false,\"centeredSlides\":false,\"duplicatedItems\":true,\"itemsCount\":16,\"autoplay\":{\"delay\":\"2500\",\"disableOnInteraction\":false,\"pauseOnMouseEnter\":true,\"reverseDirection\":false},\"pagination\":{\"enabled\":false,\"clickable\":true,\"dynamicBullets\":false},\"navigation\":{\"enabled\":false},\"freeMode\":true,\"edgeTransitionParams\":{\"transitionZone\":1,\"slider_style\":\"pix-style-standard\",\"slider_effect\":\"pix-circular-slider\",\"slider_inactive_scale\":false,\"dragScale\":false},\"breakpoints\":{\"767\":{\"slidesPerView\":\"5\"},\"1024\":{\"slidesPerView\":\"5\"}}}'  data-slides-desktop=\"5\" data-slides-tablet=\"5\" data-slides-mobile=\"1\" ><div class=\"swiper-wrapper\"><div class=\"swiper-slide\" data-pixfort-slide-index=\"0\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><div class=\"fly-lg d-block pix-p-20 client\" title=\"AWS\"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"802\" height=\"875\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2024\/05\/2de4d426-bb2c-4c8a-8a53-81e3fa000d86.png\" class=\"scale-with-grid animate-in\" alt=\"AWS\" data-anim-type=\"\" data-anim-delay=\"0\" srcset=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2024\/05\/2de4d426-bb2c-4c8a-8a53-81e3fa000d86.png 802w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2024\/05\/2de4d426-bb2c-4c8a-8a53-81e3fa000d86-275x300.png 275w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2024\/05\/2de4d426-bb2c-4c8a-8a53-81e3fa000d86-768x838.png 768w\" sizes=\"(max-width: 802px) 100vw, 802px\" \/><\/span><\/div><\/div><\/div><\/div><div class=\"swiper-slide\" data-pixfort-slide-index=\"1\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><div class=\"fly-lg d-block pix-p-20 client\" title=\"monday.com\"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"347\" height=\"345\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi6.png\" class=\"scale-with-grid animate-in\" alt=\"monday.com\" data-anim-type=\"\" data-anim-delay=\"0\" srcset=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi6.png 347w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi6-300x298.png 300w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi6-150x150.png 150w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi6-75x75.png 75w\" sizes=\"(max-width: 347px) 100vw, 347px\" \/><\/span><\/div><\/div><\/div><\/div><div class=\"swiper-slide\" data-pixfort-slide-index=\"2\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><div class=\"fly-lg d-block pix-p-20 client\" title=\"Atlassian \"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"355\" height=\"355\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi7.png\" class=\"scale-with-grid animate-in\" alt=\"Atlassian \" data-anim-type=\"\" data-anim-delay=\"0\" srcset=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi7.png 355w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi7-300x300.png 300w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi7-150x150.png 150w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/hi7-75x75.png 75w\" sizes=\"(max-width: 355px) 100vw, 355px\" \/><\/span><\/div><\/div><\/div><\/div><div class=\"swiper-slide\" data-pixfort-slide-index=\"3\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><div class=\"fly-lg d-block pix-p-20 client\" title=\"\"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"270\" height=\"180\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/07\/Cloud-Migration_1@3x-copy.png\" class=\"scale-with-grid animate-in\" alt=\"Atlassian Cloud Migration Specialised Badge\" data-anim-type=\"\" data-anim-delay=\"0\" \/><\/span><\/div><\/div><\/div><\/div><div class=\"swiper-slide\" data-pixfort-slide-index=\"4\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><a class=\"fly-lg d-block pix-p-20 client\" target=\"_blank\" href=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/10\/Automation-Consultants-ISO-IEC-27001-2022-Official-Certificate.pdf\" title=\"\"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"180\" height=\"220\" 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data-pixfort-slide-index=\"13\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><div class=\"fly-lg d-block pix-p-20 client\" title=\"\"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"270\" height=\"180\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/06\/Service_Mgmt_1@3x-1.png\" class=\"scale-with-grid animate-in\" alt=\"Atlassian Service Management Specialised badge\" data-anim-type=\"\" data-anim-delay=\"0\" \/><\/span><\/div><\/div><\/div><\/div><div class=\"swiper-slide\" data-pixfort-slide-index=\"14\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><a class=\"fly-lg d-block pix-p-20 client\" target=\"_self\" href=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2026\/03\/2026-Automation-Consultants-Cyber-Essentials-Certificate.pdf\" title=\"\"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"3560\" height=\"3003\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/01\/111-1-e1738251457523.png\" class=\"scale-with-grid animate-in\" alt=\"Essentials plus badge\" data-anim-type=\"\" data-anim-delay=\"0\" \/><\/span><\/a><\/div><\/div><\/div><div class=\"swiper-slide\" data-pixfort-slide-index=\"15\"><div class=\"pixfort-slide-inner  pix-p-20\"><div class=\"text-center\"><a class=\"fly-lg d-block pix-p-20 client\" target=\"_self\" href=\"https:\/\/www.automation-consultants.com\/why-trust-ac\/\" title=\"SOC2\"><span class=\"d-block\"><img loading=\"lazy\" decoding=\"async\" width=\"1496\" height=\"1485\" src=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/12\/202512-Soc2-Badge.png\" class=\"scale-with-grid animate-in\" alt=\"SOC2\" data-anim-type=\"\" data-anim-delay=\"0\" srcset=\"https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/12\/202512-Soc2-Badge.png 1496w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/12\/202512-Soc2-Badge-300x298.png 300w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/12\/202512-Soc2-Badge-1024x1016.png 1024w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/12\/202512-Soc2-Badge-150x150.png 150w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/12\/202512-Soc2-Badge-768x762.png 768w, https:\/\/www.automation-consultants.com\/wp-content\/uploads\/2025\/12\/202512-Soc2-Badge-75x75.png 75w\" sizes=\"(max-width: 1496px) 100vw, 1496px\" \/><\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5936ea9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5936ea9\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3f1c4d8\" data-id=\"3f1c4d8\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6dfe861 elementor-widget elementor-widget-spacer\" data-id=\"6dfe861\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-e993a77 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e993a77\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-38001b7\" data-id=\"38001b7\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f79c184 elementor-widget elementor-widget-pix-text\" data-id=\"f79c184\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"pix-text.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"pix-el-text w-100 text-left \" ><p class=\"text-20 resp-option text-primary text-left \" >SOLUTIONS<\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8290629 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-heading\" data-id=\"8290629\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Rovo AI Accelerator<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-18f85ad elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"18f85ad\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-8b8fbe2\" data-id=\"8b8fbe2\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1e35d31 elementor-widget elementor-widget-spacer\" data-id=\"1e35d31\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba93d05 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ba93d05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tTurn to AC to guide you through your full Rovo and AI adoption process. From discovery and design to training and rollout, you&#8217;ll unlock new levels of AI-powered efficiency and smarter decision-making.\n\nWhether you&#8217;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.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f589aca elementor-widget elementor-widget-spacer\" data-id=\"f589aca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b82437e elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-pix-button\" data-id=\"b82437e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"pix-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<a  href=\"https:\/\/www.automation-consultants.com\/solutions\/rovo-ai-accelerator\/\" class=\"btn m-0     shadow-sm text-white btn-primary d-inline-flex align-items-center      animate-in btn-lg\"   data-anim-type=\"fade-in-left\" data-anim-delay=\"200\" ><span class=\"font-weight-bold \" >Find out more about our Rovo AI Accelerator<\/span><\/a>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb33474 elementor-widget elementor-widget-spacer\" data-id=\"eb33474\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-52f7f1d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"52f7f1d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-854fe63\" data-id=\"854fe63\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;pix_scale_in&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-37fb97c elementor-widget elementor-widget-menu-anchor\" data-id=\"37fb97c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"freeconsultation\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b687e00 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"b687e00\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;slideInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Ready to explore what Rovo Agents could do for your team?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc79fef elementor-widget elementor-widget-pix-text\" data-id=\"fc79fef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"pix-text.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"pix-el-text w-100 text-center \" ><p class=\"text-sm resp-option text-white text-center \" >If you\u2019d 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.<\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5e3e9f elementor-widget elementor-widget-shortcode\" data-id=\"b5e3e9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n\t\t\t\t\t\t<script>\n\t\t\t\t\t\t\twindow.hsFormsOnReady = window.hsFormsOnReady || 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custom&#038;#32&#8230;<\/p>\n","protected":false},"author":28,"featured_media":51197,"parent":13976,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","footnotes":""},"class_list":["post-62071","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Creating a custom Rovo Agent to Improve Request Triaging | Automation Consultants<\/title>\n<meta name=\"description\" content=\"Learn how Rovo was used to improve and enhance FinOps request triaging in Jira Service Management for a global insurer.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.automation-consultants.com\/about-us\/case-studies-old\/custom-rovo-agent-finops-request-triage\/\" \/>\n<meta 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