Work with Request Router

Request Router (formerly known as Service Triage Agent) is a Rovo agent designed to automatically triage incoming requests by analyzing their content, sentiment, and other details to instantly determine the request type, urgency, and priority. This agent can also determine whether a request should be escalated based on SLAs, customer interactions, urgency, etc

Like other out-of-the-box Rovo agents, you can chat with the Request Router agent and it will generate responses based on your prompts. In addition, this agent can be used within automation rules, so you can automate triage and field updates for requests within your service space.

自動化モードをトリガーするには、プロンプトの先頭に「Automation mode」を追加してください。エージェントの応答を自動化ルール内で直接使用することができます。

自動化ルール内でエージェントを使用する方法の詳細をご確認ください。

返信を生成する

Support agents often struggle to explain complex issues, handle frustrated customers, or deliver difficult news. The Request Router analyzes details and comments from past similar work items to quickly draft tailored replies. You can use the draft reply as is or edit it to modify the content or tone.

優先度を提案する

遅延や誤った優先度設定を防ぐため、このエージェントを使用して詳細、コメント、顧客の感情を分析し、優先度を瞬時に提案できます。これにより、クリティカルな作業項目にすぐに確実に対応できるようになります。

リクエスト タイプを提案する

Manually categorizing incoming requests can be time-consuming and prone to errors. The Request Router agent analyzes details such as summary and description to suggest the correct request type, ensuring requests are routed efficiently and accurately from the start.

エスカレーションを提案する

Knowing when to escalate a ticket is crucial to preventing customer frustration. The Request Router monitors customer sentiment, SLAs, and other details to suggest escalation at the right moment, ensuring timely intervention.

要約を生成する

The Request Router can review the overall activity and conversations in a work iteam to generate a concise summary, highlighting key work items, actions taken, and resolutions for quick internal reference.

ケースの要約を生成する

Compiling all relevant information for a complex case, often spanning multiple interactions and agents, is very time-consuming. The Request Router gathers all associated data, notes, and customer communications to generate a comprehensive case summary, providing a complete overview for effective resolution and handover.

Start and use Request Router

Find out how to access Rovo Chat, select Request Router, and unlock newer ways of improving efficiency:

会話のきっかけ

The Request Router presents three conversation starters to help you get started. You can use any of these or your own prompts.

Suggest a priority for this work item.

Suggest a request type for this work item.

How do I automate triage?

会話のきっかけの詳細をご確認ください。

スキル

Skills are how Request Router puts its responses into practice. As of now, Request Router supports the following skills:

カスタム Rovo エージェントに対する指示の記述方法をご確認ください。

Though Request Router is accessible within Jira, Jira Service Management, Jira Product Discovery, and Confluence, it generates higher-quality output in the context of service requests and other related work types within Jira Service Management. The agent also continuously learns from past similar work items and improves its recommendations over time. We recommend reviewing the agent's suggestions regularly and using thumbs-up 👍 or thumbs-down 👎 to provide feedback to enhance its accuracy and usefulness.