Rovo flagging Acceptible Use Policy questions incorrectly

[Tijs Vrolix]

We have a custom Rovo agent that allows customer care agents to quickly search our documentation. It mostly works great, but also regularly displays a "We can't respond to that prompt. Your prompt might not comply with our Acceptable Use Policy.". It typically triggers in case of financial/legal questions, but those are relevant questions too ;-)

Examples:
- Is it possible to use the same bank account for two different user accounts?
- Is it possible to add the same IBAN to two customer accounts?

Any way to get Rovo to answer such questions?

[Bill Sheboy]

Hi @Tijs Vrolix 

As you are likely on a paid license using Rovo and other Atlassian products, I recommend working with your Product Admin to submit this question directly to Atlassian Support here:

https://support.atlassian.com/contact#/

Based upon the Acceptable Use Policy, there are several things under the section "Artificial intelligence offerings and features" which could be inferred to reject those prompts.  Only Atlassian can clearly answer for you.  And, regardless of what their documentation states, I hypothesize Atlassian has sufficient instrumentation / logging on these tool's processing where they can determine the cause of what you are observing.

Kind regards,
Bill

[Tijs Vrolix]

Thx! I'll try and do that!

[Rebekka Heilmann _viadee_]

Hi @Tijs Vrolix 

i don't see anything wrong with these questions and I get answers from Rovo without an issue - obviously nothing relevant cause our Confluence doesn't answer it ;)

Where are you based? It is possible that Atlassian has introduced some localization to their Acceptable Use filters and some local rules apply to you and not to me? I am in the EU so expect relatively strict rules if there are any differences at all.

Can you get consistent behaviour with the same questions?

[Tijs Vrolix]

We're in Belgium. We're consistently seeing these and similar questions triggering the Policy response across different languages.