In a fast-paced work environment, internal support teams need tools that adapt to their specific challenges. Properly configured, customized Rovo Agentsthat are seamlessly integrated into the Atlassian Cloud tools can become valuable helpers.
- They automate routine tasks,
- increase efficiency
- and create scope for tasks that actually require human intelligence.
Based on Atlassian's versatile Rovo, these AI-supported assistants unfold their full potential especially when they are tailored to the individual processes of a team.
At Team XALT we have experienced this ourselves - through the development of a Rovo agent for our internal service desk. An example that we would like to share in this article. This agent provides support with everyday issues, answers employee questions, fixes IT problems such as Wi-Fi or printer errors and helps create tickets - for temporary Org Admin access or IT support, for example. A practical insight into how individual customization can turn a Rovo Agent into a real team player.
In this article, we'll show you step by step how we set up our Rovo Agent and aligned it with our team's processes. We then take a look at how the AI agent is used in everyday life and the benefits it brings. The focus is clearly on the topic: How to unleash the full potential of a Rovo agent with customization.
Step 1: How to set up your individual Rovo agent
It's simple: In your Atlassian tool, click on Chat > Agents > Create.
Tip: Make sure that the Rovo function is activated for your instance - otherwise "Chat" will not be displayed.
In the next step, you should describe as precisely as possible what purpose your agent should fulfill and how it will be used. Rovo will create initial instructions on this basis, which you can then adapt further.
Step 2: Treat your Rovo Agent like a child
Customizing a Rovo agent means more than simply refer to the right data sources - for example, to our extensive Team XALT Confluence knowledge database. Sure, he can read through everything there, but pure knowledge is not enough.
Like a child, the agent also needs guidance in order to thrive in their role. You need to teach them how to behave, how to communicate in an appropriate tone, how to remain professional and how to act in certain situations. In this section, we show you how we have taught our agent "manners" - so that they not only know our processes, but are also helpful, clear and appropriate to the situation.
Our agent does not simply show the appropriate form in the service desk - it first tries to suggest a solution directly to the enquirer. Only if the problem cannot be solved with the information provided is it recommended to create a ticket - with the appropriate link directly in the chat.
We have even "fenced him in" - i.e. restricted his access to our Confluence area and a specific Jira Service Management project. That way, he stays focused and doesn't get lost in the jungle of information.
Step 3: Test how the Rovo Agent handles requests?
Here is an example of a standard response when a printer is not working. Important: You can customize how your AI agent responds to printer problems or other requests - all you need is a Confluence page with the relevant information in the configured area.
Without further ado, the Rovo agent refers to the correct form so that a ticket can be created.
And as with the printer example, the Rovo agent specifies concrete steps before recommending the creation of a ticket. If the problem is resolved by one of these measures, a ticket no longer needs to be created!
This is precisely the key to greater efficiency in support - through the targeted customization of the Rovo agent.
Conclusion
An individually configured Rovo Agent can take your team's support to a new level - our example from Team XALT shows how transformative this solution can be. From setup to daily use, we have shown how we have adapted the tool to our processes and what challenges it solves for us.
Of course, every team is different - but the most important insight remains: With the right fitting, your Rovo Agent will become an indispensable companion that Service management processes and increases productivity.
