Rovo, VSA and forms

Placid Cardoz

We are interested in using VSA to look at a form to prompt the user for fillable fields or using Rovo to fill out these field's vs giving them the link to the form. 

For eg. I need to request a software -> VSA or VSA would engage Rovo to look if there is form that supports this request. If a form is found, then the questions of the form are presented to the user one by one till all filled out. Once all filled out, it provide the ticket number to the user and then the JIRA workflows take it from there to move it to the right queues. 

This is a high-level scenario. Anyone have thoughts around this?

 

Dr Valeri Colon (Connect Centric)

Hi @Placid Cardoz Yes—this is a realistic pattern, with one nuance: VSA is the better fit for the step-by-step form experience, while Rovo helps with knowledge, FAQ answers, and request creation. In Jira Service Management, the virtual service agent can gather information conversationally using flow steps and fields, then create the request. Rovo service agents can also help customers from the help center and assist with raising requests, and in Slack they can prompt users to create a JSM request and then return the ticket link. So for your scenario, I’d use VSA for the guided intake and Rovo to answer questions or route users to the right request path.