Integrate a Rovo Agent helping a user to express a Change Request

[Philipp Miller]

Hi all, we are an IT department yearly handling hundreds of Change Requests which are entered as a so called "Demand" in Jira. Unfortunately the description of Change Requests is not sufficient in most of the cases. Therefore we thought about a Rovo Agent which could support our users to fullfill a minimum standard.

We are wondering if a Rovo Agent could help us here?

A few questions:

1) Chat Bot: Is it possible to setup a Chat Bot and to train this bot with the most important content which needs to be entered in the description field e.g. of a Demand?

2) User Integration: Can this Chat Bot automatically popup as soon as a user starts typing in the field "Description" of a new Demand or as soon as a user starts editing this field in an existing Demand?

3) Asking questions: Can such a Chat Bot analyze the content of a Demand and ask specific questions to the user in order to make sure that at least the minimum requirements are described? E.g.: Which system is affected? Which functionality should be changed (e.g. SAP Create Material Master)? What is the current issue about? How does the system react at the moment? How would you like the system to react in future? Which changes are required? How many users are affected by this change? How much time can we save if we would realize your Change Request? Can you add a screenshot showing the actual issue?

4) Summarize: Could such an Agent then summarized all available information of the Chat and propose a summarized description? And could such an Agent ask the user, if the this summary should be overtaken into the description field?

Is all this feasible with Rovo Agents?

Maybe you can propose specific online trainings or best practise sessions?

Thanks for your hints and maybe experiences.

Best Regards,

Philipp

[Ryan Boyd]

We tackled this two different ways. 

* Pre Ticket Creation - if the users who submit are in Atlassian they can use the agent within the Atlassian sidebar to ask questions about their submssion. That's where you can "coach them" via the agent. We did this with an agent that walks users through how to create a PRD to the standard we are looking to meet. 

* Post Ticket Creation - we have a Rovo agent that "scores" a ticket and provides feedback on the submission directly to the submitter via a comment on the ticket. 

TLDR - doable depending on where you want it in the flow and whether your users are within Atlassian. 

[Philipp Miller]

Thanks @Ryan Boyd for your quick response. This sounds great. Our users are on Atlassian (Jira Cloud) and can create Demands directly there. So, in my eyes it should be possible to integrate such a chat bot. BR Philipp