📣 Get Early Access: Rovo Service request resolution, Employee Live Chat in Jira Service Management

[#1]

Tl;dr: Sign up now for early access to two new "Rovo Service" capabilities: AI-generated resolution plans and "Employee Live Chat"

Hi everyone!

We’re excited to offer you early access to the latest AI-powered support features in Service Collection. Through Rovo Service – our AI agent that helps you deflect, respond to, and resolve service requests – we’re delivering two new capabilities that empower your team to:

• Resolve requests faster with AI-generated, step-by-step resolution plans directly inside Jira Service Management work items

• Support employees in real-time with live chat that seamlessly transitions employees from self-service requests in your Jira Service Management portal to live human agent support.

Together, these capabilities give help‑seekers a smoother, more conversational support experience, while helping service teams accelerate ticket resolution with the help of AI.

Read below for more details about these new features and sign up to be among the first to try them and shape the future of Rovo Service!

1. Rovo Service request resolution

With AI-powered request resolution, Rovo Service generates step‑by‑step resolution plans directly inside your work items, powered by your own internal support documentation.

Rovo Service can:

• Recommend step‑by‑step resolution plans – Service agents receive a structured, easy-to-follow plan for resolving each request, generated automatically when they open a work item.

• Automate multi‑step employee requests – Rovo Service executes resolution steps for internal support requests, instead of agents manually working through documentation.

• Enable human + AI collaboration – Agents can review, approve, or adjust the AI‑generated plan before Rovo Service executes actions on their behalf.

Who is this EAP for?

This EAP is best suited for teams who

• Are looking to reduce time-to-resolution and improve consistency of outcomes

• Have a reasonably well‑defined internal knowledge base (support documentation, SOPs, troubleshooting guides, etc.)

• Are comfortable experimenting with AI‑generated guidance and providing iterative feedback.

To participate, you’ll need:

• A Jira Service Management site with AI enabled, and:

  • A space to enable Rovo Service on chosen request types

  • Internal knowledge accessible to Rovo Service with view permissions

• A project admin (or equivalent) who can:

  • Configure internal knowledge for the project

  • Enable Rovo Service in Jira Service Management project settings

2) Employee Live Chat

Rovo Service will soon offer the ability to seamlessly escalate self-service AI agent interactions in the portal to a live chat experience with your service team.

With employee live chat, help-seekers can start a conversation and receive responses from human agents in real-time – while keeping work items, SLAs, and reporting in Jira Service Management. All messages are automatically tied to a work item, preserving full context and history.

For agents, Employee Live Chat is designed to fit directly into existing workflows, viewing their Live Chat queue alongside other queues. They can see the full conversation transcript on the work item, in context with fields, SLAs, and attachments, and switch between multiple live conversations without losing track.

Who is this EAP for?

The employee live chat EAP is for teams looking to improve the help-seeker experience and seamlessly transition self-service support to real-time human support. To participate, you’ll need:

• Jira site admin access to enroll your site in this EAP.

• Rovo enabled on your site.

Interested but not an admin? Share this post with your admin to sign up on your behalf.

Thank you for helping shape Rovo Service and Employee Live Chat!

We’re excited to partner with you to define how AI‑assisted employee support works in Jira Service Management. ➡️ Sign up for early access today!

- JSM Services team

[Nikola Perisic]

I've signed up for previous EAPs and I wasn't given the access to the open beta features, even though I am the community champion. Isn't one of the perks being able to test new features earlier?

[Rohini Ramakrishnappa]

Hey @Nikola Perisic , 

Thanks for reaching out.  Can you share which EAP program you signed up earlier for? I will check and get back to you.

[Alex Koxaras -Relational-]

That's very nice additions! I'd like also to try them out on my test instance! Is this possible?

In addition @Rohini Ramakrishnappa , it seems that resolution plan will replace Playbook. If rovo will offer the solution, what's the point of having a Playbook?