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Aircall Automates Its IT Support with Atlassian AI: A Concrete Case Study",{"rendered":506,"protected":507},"\n\u003Cp>70% of support tickets are level 1. What if AI could transform this operational burden into a performance driver?\u003C\u002Fp>\n\n\n\n\u003Cp>That’s exactly what Aircall achieved with Rovo, Atlassian’s AI. During our November 13th webinar, Maxime Doucet, Engineering Manager and Central Atlassian Admin at Aircall, shared his unfiltered feedback: the PoCs tested, what worked, what didn’t, and the first measurable results.\u003C\u002Fp>\n\n\n\n\u003Cp>We’ve compiled the key takeaways from this discussion to help you imagine how AI could transform your own IT support.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-the-origin-exploration-through-curiosity-not-a-formal-mission\">The Origin: Exploration Through Curiosity, Not a Formal Mission\u003C\u002Fh2>\n\n\n\u003Cp>\u003Cem>“I didn’t say to myself: I’m going to do AI for the sake of doing AI. It came naturally.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\n\u003Cp>Maxime Doucet doesn’t have a dedicated mission for artificial intelligence at Aircall. His main role? Improving the productivity of development teams and optimizing internal tools. But his position as central Atlassian administrator gave him an overview of automation opportunities.\u003C\u002Fp>\n\n\n\n\u003Cp>When Rovo was launched in beta, Maxime started experimenting. Not out of obligation, but out of curiosity. And quickly, the results spoke for themselves.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>The trigger:\u003C\u002Fstrong> the ease of implementation and concrete benefits created a snowball effect. Little by little, other teams began adopting Rovo without even needing formal evangelization.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-security-a-decisive-advantage-of-rovo\">Security: A Decisive Advantage of Rovo\u003C\u002Fh2>\n\n\n\u003Cp>One of the first questions companies ask about AI: what happens to our data?\u003C\u002Fp>\n\n\n\n\u003Cp>At Aircall, the security team validated Rovo very quickly. Why?\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Rovo stays within the Atlassian ecosystem\u003C\u002Fstrong>: no data sharing with external servers that train other models\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Respect for user permissions\u003C\u002Fstrong>: each employee only sees information they already have access to in Confluence, Jira, Slack, etc.\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>No use of customer data to improve the global tool\u003C\u002Fstrong>: your data remains your data\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>As Patricia Jezeh, Sr Solutions Engineer at Atlassian, points out: \u003Cem>“Rovo is trained only with the company’s data. Your information is never used to improve the global tool or shared with other companies.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\n\u003Cp>This point allowed Aircall to avoid complex legal audits and contractual negotiations required with other AI solutions.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-5-concrete-use-cases-tested-at-aircall\">5 Concrete Use Cases Tested at Aircall\u003C\u002Fh2>\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-1-opsgenie-to-jsm-documentation-migration\">1. OpsGenie to JSM Documentation Migration\u003C\u002Fh3>\n\n\n\u003Cp>\u003Cstrong>The problem:\u003C\u002Fstrong> Aircall was migrating from OpsGenie (which will be deprecated in 2027) to Jira Service Management. All their Confluence documentation referenced OpsGenie.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>The Rovo solution:\u003C\u002Fstrong> Maxime created a “documentation expert” agent capable of:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Automatically retrieving all OpsGenie-related documentation\u003C\u002Fli>\n\n\n\n\u003Cli>Replacing references with JSM with up-to-date documentation\u003C\u002Fli>\n\n\n\n\u003Cli>Proposing all changes for validation before application\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cstrong>Result:\u003C\u002Fstrong> Work that would have taken hours completed in 30 seconds.\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-2-security-reviewer-relieving-an-overwhelmed-team\">2. Security Reviewer: Relieving an Overwhelmed Team\u003C\u002Fh3>\n\n\n\u003Cp>\u003Cstrong>The problem:\u003C\u002Fstrong> The security team (3 people) was drowning under TDR (Technical Design Review) requests for each new feature.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>The Rovo solution:\u003C\u002Fstrong> A Rovo “security expert” agent that:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Analyzes TDRs in first reading\u003C\u002Fli>\n\n\n\n\u003Cli>Identifies attention points according to Aircall’s security standards\u003C\u002Fli>\n\n\n\n\u003Cli>Pre-filters and “chews” the work before human intervention\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cstrong>Result:\u003C\u002Fstrong> The security team can focus on final validation rather than preparatory work. Agent already in production.\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-3-automated-release-notes\">3. Automated Release Notes\u003C\u002Fh3>\n\n\n\u003Cp>\u003Cstrong>The problem:\u003C\u002Fstrong> Every week, product managers spent 1 to 2 hours manually compiling “done” tickets to create release notes.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>The Rovo solution:\u003C\u002Fstrong> An agent that:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Automatically reviews all tickets moved to “done”\u003C\u002Fli>\n\n\n\n\u003Cli>Creates a Confluence page with the summary and resolution of each ticket\u003C\u002Fli>\n\n\n\n\u003Cli>Generates a professional changelog for the internal platform\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cstrong>Result:\u003C\u002Fstrong> 1 to 2 hours saved per week, per product team.\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-4-legal-reviewer-accelerating-contract-validation\">4. Legal Reviewer: Accelerating Contract Validation\u003C\u002Fh3>\n\n\n\u003Cp>\u003Cstrong>The problem:\u003C\u002Fstrong> The legal team had to analyze numerous contracts, a long and repetitive process.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>The Rovo solution:\u003C\u002Fstrong> An agent capable of analyzing contracts and automatically pointing out clauses to examine as a priority.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>Result:\u003C\u002Fstrong> Significant time savings for the legal team, who can focus on critical points.\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-5-it-support-reducing-level-1-tickets\">5. IT Support: Reducing Level 1 Tickets\u003C\u002Fh3>\n\n\n\u003Cp>\u003Cstrong>The problem:\u003C\u002Fstrong> Many simple tickets (“my browser isn’t working”, “I no longer have access to YouTube”) mobilizing the IT team.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>The Rovo solution:\u003C\u002Fstrong> An agent on the portal that:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Offers first-level solutions (clear cache, restart computer)\u003C\u002Fli>\n\n\n\n\u003Cli>Automatically creates a ticket if the problem persists\u003C\u002Fli>\n\n\n\n\u003Cli>Automatically generates missing documentation\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cstrong>Result:\u003C\u002Fstrong> Reduction in IT ticket volume and better user satisfaction.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-organic-spread-when-adoption-happens-naturall\">Organic Spread: When Adoption Happens Naturall\u003C\u002Fh2>\n\n\n\u003Cp>\u003Cem>“We didn’t need to do formal evangelization. People started creating their own agents without even asking.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\n\u003Cp>At Aircall, Rovo adoption happened progressively and naturally:\u003C\u002Fp>\n\n\n\n\u003Col class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Beta phase\u003C\u002Fstrong>: restricted testing with a few early adopters\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Opening to all plans\u003C\u002Fstrong>: Rovo becomes accessible to the entire company\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Organic spread\u003C\u002Fstrong>: employees discover the tool, test, create their own agents\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Formalized communication\u003C\u002Fstrong>: once interest is demonstrated, official usage\u003C\u002Fli>\n\u003C\u002Fol>\n\n\n\n\u003Cp>This “bottom-up” approach worked particularly well at Aircall thanks to their open company culture. But as Patricia Jezeh specifies: \u003Cem>“Other companies prefer a more controlled approach. The Atlassian platform allows both depending on your culture.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-the-3-components-of-rovo-explained-simply\">The 3 Components of Rovo Explained Simply\u003C\u002Fh2>\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-1-rovo-search-intelligent-search-that-goes-everywhere\">1. Rovo Search: Intelligent Search That Goes Everywhere\u003C\u002Fh3>\n\n\n\u003Cp>No more haphazard keyword searches across dozens of different tools. Rovo Search unifies all your information sources.\u003C\u002Fp>\n\n\n\n\u003Cp>How does it work?\u003C\u002Fp>\n\n\n\n\u003Cp>Ask a question in natural language, and Rovo searches simultaneously in:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Confluence\u003C\u002Fstrong> and \u003Cstrong>Jira\u003C\u002Fstrong> (of course)\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Google Drive\u003C\u002Fstrong>: find your documents even if you don’t remember the exact title\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Slack\u003C\u002Fstrong>: access relevant public conversations\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>SharePoint\u003C\u002Fstrong>: explore your company documents\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Salesforce\u003C\u002Fstrong>: search for customer information\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>GitLab\u003C\u002Fstrong>: find technical information\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Figma\u003C\u002Fstrong>: locate your mockups and designs\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cstrong>Concrete example at Aircall:\u003C\u002Fstrong>\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cem>“I’m looking for the document I collaborated on with Pierre last month as part of project X”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\n\u003Cp>Rovo finds exactly what you need, even if the document is in Google Drive and you don’t remember the exact title. It can even cross-reference information from Slack and Confluence to give you the complete context.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>The security advantage:\u003C\u002Fstrong> Rovo respects the permissions of each platform. If you don’t have access to a document in Google Drive, Rovo won’t show it to you either. User rights are verified in real-time with each query.\u003C\u002Fp>\n\n\n\n\u003Cp>As Maxime explains: \u003Cem>“Even when we open Slack, Rovo only has access to public channels, not private channels, and only to conversations the user can see. Same for Google Drive: I only see files shared with me. It’s instantaneous, permissions are verified on demand.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-2-rovo-chat-the-conversational-assistant-connected-to-your-entire-ecosystem\">2. Rovo Chat: The Conversational Assistant Connected to Your Entire Ecosystem\u003C\u002Fh3>\n\n\n\u003Cp>Beyond search, Rovo Chat allows you to have \u003Cstrong>interactive conversations\u003C\u002Fstrong> and perform \u003Cstrong>complex tasks\u003C\u002Fstrong> in natural language.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>Examples of possible interactions:\u003C\u002Fstrong>\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cem>“What are my priority requests opened yesterday?”\u003C\u002Fem> → Rovo searches Jira Service Management and lists relevant tickets\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cem>“How many paternity leave days do I have in Germany?”\u003C\u002Fem> → Rovo searches Confluence AND Google Drive where your HR policies are located\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cem>“Find me the french policies”\u003C\u002Fem> → Rovo searches simultaneously in Google Drive, Slack, and Confluence to give you a complete answer\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>Use case deployed at Aircall:\u003C\u002Fstrong>\u003C\u002Fp>\n\n\n\n\u003Cp>On their HR portal, international employees (France, United States, Germany…) can ask Rovo questions directly instead of creating a ticket. The agent automatically searches all sources (Confluence, Google Drive) and provides the most recent answer.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>Result:\u003C\u002Fstrong> significant reduction in level 1 HR tickets.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>Advanced capabilities:\u003C\u002Fstrong>\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Summarize complex Slack conversations\u003C\u002Fli>\n\n\n\n\u003Cli>Automatically create Confluence pages from Jira data\u003C\u002Fli>\n\n\n\n\u003Cli>Analyze files in SharePoint and extract key information\u003C\u002Fli>\n\n\n\n\u003Cli>Cross-reference Salesforce customer data with Jira tickets to provide context\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-3-rovo-agents-custom-automation-with-360-vision\">3. Rovo Agents: Custom Automation with 360° Vision\u003C\u002Fh3>\n\n\n\u003Cp>This is where the magic happens. Create your own virtual agents that can not only access the Atlassian ecosystem but also interact with over 30 third-party platforms.\u003C\u002Fp>\n\n\n\n\u003Cp>Available connections:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Productivity\u003C\u002Fstrong>: Google Drive, SharePoint, Microsoft Teams, Slack\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Development\u003C\u002Fstrong>: GitLab, GitHub, Bitbucket\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Design\u003C\u002Fstrong>: Figma (with Rovo Dev in beta)\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>CRM\u002FBusiness\u003C\u002Fstrong>: Salesforce\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Documentation\u003C\u002Fstrong>: Notion, Confluence, internal wikis\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>Example: The “Release Notes” Agent at Aircall\u003C\u002Fp>\n\n\n\n\u003Cp>This agent:\u003C\u002Fp>\n\n\n\n\u003Col class=\"wp-block-list\">\n\u003Cli>Retrieves all Jira tickets moved to “done”\u003C\u002Fli>\n\n\n\n\u003Cli>Consults pull requests in GitLab to see code changes\u003C\u002Fli>\n\n\n\n\u003Cli>Automatically generates a Confluence page with the changelog\u003C\u002Fli>\n\n\n\n\u003Cli>Can even anticipate future Figma integrations to include visual evolutions\u003C\u002Fli>\n\u003C\u002Fol>\n\n\n\n\u003Cp>Announced future evolution: With Rovo Dev (currently in beta), imagine a complete workflow:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>A product manager writes a story in Jira\u003C\u002Fli>\n\n\n\n\u003Cli>A Rovo agent creates a mockup in Figma\u003C\u002Fli>\n\n\n\n\u003Cli>Another agent generates base code from the mockup\u003C\u002Fli>\n\n\n\n\u003Cli>All without human intervention for repetitive tasks\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>Intuitive no-code\u002Flow-code configuration:\u003C\u002Fp>\n\n\n\n\u003Cp>Via Rovo Studio, you define:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>\u003Cstrong>Your agent’s mission\u003C\u002Fstrong> (in natural language)\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Data sources\u003C\u002Fstrong> it accesses (Confluence only? Or also Google Drive + Salesforce?)\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Its behavior\u003C\u002Fstrong> and personality\u003C\u002Fli>\n\n\n\n\u003Cli>\u003Cstrong>Its skills\u003C\u002Fstrong> from a library provided by Atlassian\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>All without writing a line of code.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-the-secret-the-teamwork-graph-your-unified-mapping\">The Secret: The Teamwork Graph, Your Unified Mapping\u003C\u002Fh2>\n\n\n\u003Cp>What differentiates Rovo from other AI solutions?\u003C\u002Fp>\n\n\n\n\u003Cp>The Teamwork Graph: real-time mapping of all interactions with your company data, whether in Atlassian or third-party tools.\u003C\u002Fp>\n\n\n\n\u003Cp>How does it work?\u003C\u002Fp>\n\n\n\n\u003Cp>When you work in Jira, collaborate in Confluence, exchange in Slack, share files in Google Drive, the Teamwork Graph remembers:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Who works with whom\u003C\u002Fli>\n\n\n\n\u003Cli>On which projects\u003C\u002Fli>\n\n\n\n\u003Cli>With which approvals\u003C\u002Fli>\n\n\n\n\u003Cli>In which contexts\u003C\u002Fli>\n\n\n\n\u003Cli>Which platforms are used\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>This “multi-platform organizational memory” allows Rovo to provide contextualized and relevant answers by cross-referencing information from multiple sources.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>Concrete example:\u003C\u002Fstrong>\u003C\u002Fp>\n\n\n\n\u003Cp>You search: \u003Cem>“The strategy document I worked on with Marie in September”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\n\u003Cp>Rovo can:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Identify that you and Marie collaborated on a Jira project in September\u003C\u002Fli>\n\n\n\n\u003Cli>Find the presentation in Google Drive linked to this project\u003C\u002Fli>\n\n\n\n\u003Cli>Retrieve relevant Slack conversations\u003C\u002Fli>\n\n\n\n\u003Cli>Give you associated Figma mockups\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>All in a single search, with complete context.\u003C\u002Fp>\n\n\n\n\u003Cp>Cross-platform permission respect:\u003C\u002Fp>\n\n\n\n\u003Cp>The Teamwork Graph verifies permissions in real-time on each platform. You’ll never see a result you don’t have access to, whether in Confluence, Google Drive, or SharePoint.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-ease-of-adoption-no-need-to-be-an-expert\">Ease of Adoption: No Need to Be an Expert\u003C\u002Fh2>\n\n\n\u003Cp>\u003Cem>“People found the button on their own. In two seconds, you arrive at the configuration page. There are three or four steps to create an agent.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\n\u003Cp>One of Rovo’s strong points according to Maxime: intuitiveness.\u003C\u002Fp>\n\n\n\n\u003Cp>No need for:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Week-long training\u003C\u002Fli>\n\n\n\n\u003Cli>Advanced technical skills\u003C\u002Fli>\n\n\n\n\u003Cli>Exhaustive documentation\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>What’s more difficult? Identifying the right use cases.\u003Cstrong> \u003C\u002Fstrong>Not configuring the tool.\u003C\u002Fp>\n\n\n\n\u003Cp>Maxime’s advice: \u003Cem>“At every meeting where you identify a problem, ask yourself: could Rovo help me with this?”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-out-of-the-box-agents-don-t-start-from-scratch\">Out-of-the-Box Agents: Don’t Start from Scratch\u003C\u002Fh2>\n\n\n\u003Cp>Atlassian already offers several ready-to-use agents for IT support:\u003C\u002Fp>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-rovo-service\">Rovo Service\u003C\u002Fh3>\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Responds to users before they even create a ticket\u003C\u002Fli>\n\n\n\n\u003Cli>Available on the portal, Slack, or Microsoft Teams\u003C\u002Fli>\n\n\n\n\u003Cli>Reduces level 1 ticket volume\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-rovo-triage\">Rovo Triage\u003C\u002Fh3>\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Automatically categorizes incoming tickets\u003C\u002Fli>\n\n\n\n\u003Cli>Allows agents to focus on priority requests\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\u003Ch3 class=\"wp-block-heading\" id=\"h-rovo-opsgenie\">Rovo Opsgenie\u003C\u002Fh3>\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Accelerates incident resolution\u003C\u002Fli>\n\n\n\n\u003Cli>Correlates multiple alerts\u003C\u002Fli>\n\n\n\n\u003Cli>Suggests experts based on history\u003C\u002Fli>\n\n\n\n\u003Cli>Automatically generates post-incident reviews\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>The advantage: You have access to the backend of these agents. You can therefore use them as inspiration to create your own customized agents.\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-roi-measurable-savings\">ROI: Measurable Savings\u003C\u002Fh2>\n\n\n\u003Cp>For one of our industrial clients, we estimated \u003Cstrong>€130,000 in annual savings\u003C\u002Fstrong> through level 1 task automation with Rovo.\u003C\u002Fp>\n\n\n\n\u003Cp>How?\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Reduced processing time for simple tickets\u003C\u002Fli>\n\n\n\n\u003Cli>Freed capacity for support agents\u003C\u002Fli>\n\n\n\n\u003Cli>Improved user satisfaction (instant responses)\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>As Maxime emphasizes: \u003Cem>“There’s also another important indicator: are you on track with your roadmap? Thanks to Rovo, you eliminate parasitic tasks and focus on real added value.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-maxime-s-final-advice-don-t-hesitate-to-test\">Maxime’s Final Advice: Don’t Hesitate to Test\u003C\u002Fh2>\n\n\n\u003Cp>\u003Cem>“The problem isn’t configuring Rovo. It’s knowing what you want to solve.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\n\u003Cp>If Maxime had to give one piece of advice to hesitant companies:\u003C\u002Fp>\n\n\n\n\u003Cp>Test. Experiment. Iterate.\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Rovo isn’t complicated to configure\u003C\u002Fli>\n\n\n\n\u003Cli>The real challenge: identifying the right use cases\u003C\u002Fli>\n\n\n\n\u003Cli>Even if it doesn’t work every time, when it works, the gain is enormous\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cp>\u003Cem>“Ask yourself at every meeting: can Rovo help me? When it works, the time savings are enormous. No one says ‘that’s nice.’ No, when it works, it works really well.”\u003C\u002Fem>\u003C\u002Fp>\n\n\n\u003Ch2 class=\"wp-block-heading\" id=\"h-what-s-next-take-action\">What’s Next? Take Action\u003C\u002Fh2>\n\n\n\u003Cp>Want to see concretely how Aircall deployed Rovo? Discover live demos commented by our experts? Ask your questions?\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Ca href=\"https:\u002F\u002Flp.cbtw.tech\u002Fwebinar-%C3%A0-la-demande-automatiser-simplement-son-support-it-avec-rovo-ai\" target=\"_blank\" rel=\"noreferrer noopener\">\u003Cstrong>Access the complete webinar replay\u003C\u002Fstrong>\u003C\u002Fa> (in french) with:\u003C\u002Fp>\n\n\n\n\u003Cul class=\"wp-block-list\">\n\u003Cli>Maxime Doucet’s (Aircall) detailed feedback\u003C\u002Fli>\n\n\n\n\u003Cli>Patricia Jezeh’s (Atlassian) detailed Rovo presentation\u003C\u002Fli>\n\n\n\n\u003Cli>Pierre Goffaux’s (CBTW) implementation strategies\u003C\u002Fli>\n\n\n\n\u003Cli>Answers to community questions\u003Cbr>\u003C\u002Fli>\n\u003C\u002Ful>\n\n\n\n\u003Cdiv style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\">\u003C\u002Fdiv>\n\n\n\n\u003Cstyle>\n@font-face {\n  font-family: 'General Sans Medium';\n  font-weight: normal;\n  font-style: normal;\n}\n\nbody {\n  font-family: 'General Sans Medium', Arial, sans-serif;\n  margin: 0;\n  padding: 0;\n}\n\n.banner {\n  display: flex;\n  justify-content: space-between;\n  align-items: center;\n  background-color: #1C1C1C;\n  color: white;\n  padding: 60px 20px;\n  border-radius: 5px;\n}\n\n.cta-text {\n  font-size: 24px;\n  max-width: 70%;\n  word-wrap: break-word;\n}\n\ndiv .banner-cta-button { \u002F* Sélecteur plus spécifique *\u002F\n  background-color: #ffffff;\n  color: #1c1c1c;\n  border: none;\n  padding: 10px 20px;\n  text-decoration: none;\n  font-size: 18px;\n  border-radius: 5px;\n  transition: background-color 0.3s, color 0.3s, border 0.3s;\n}\n\ndiv .banner-cta-button:hover { \u002F* Sélecteur plus spécifique pour l'état hover *\u002F\n  background-color: transparent;\n  color: #ffffff !important;\n  border: 2px solid #ffffff;\n}\n\u003C\u002Fstyle>\n\n\u003Cbody>\n\n\u003Cdiv class=\"banner\">\n  \u003Cdiv class=\"cta-text\">\n    Ready to see how Rovo AI automates IT support in real life?\n  \u003C\u002Fdiv>\n  \u003Ca href=\"https:\u002F\u002Flp.cbtw.tech\u002Fwebinar-%C3%A0-la-demande-automatiser-simplement-son-support-it-avec-rovo-ai\" \n     class=\"banner-cta-button\" \n     target=\"_blank\" \n     rel=\"noopener noreferrer\">\n    Watch the replay\n  \u003C\u002Fa>\n\u003C\u002Fdiv>\n\n\u003C\u002Fbody>\n\n\n\n\u003Cdiv style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\">\u003C\u002Fdiv>\n\n\n\n\u003Cp>We’re an Atlassian Platinum Solution Partner and ITSM Specialist Partner. With over 60 projects completed this year and 8 years of partnership with Atlassian, we support companies in their digital transformation across Europe, Benelux, Singapore, Vietnam, and the Middle East.\u003C\u002Fp>\n\n\n\n\u003Cp>\u003Cstrong>Have specific questions about implementing Rovo in your context?\u003C\u002Fstrong> \u003Cstrong>\u003Ca href=\"https:\u002F\u002Fstaging.cbtw.tech\u002Fcontact\u002F\">Contact our team!\u003C\u002Fa>\u003C\u002Fstrong>\u003C\u002Fp>\n",false,{"rendered":509,"protected":507},"\u003Cp>70% of support tickets are level 1. What if AI could transform this operational burden into a performance driver? That’s exactly what Aircall achieved with Rovo, Atlassian’s AI. During our November 13th webinar, Maxime Doucet, Engineering Manager and Central Atlassian Admin at Aircall, shared his unfiltered feedback: the PoCs tested, what worked, what didn’t, and […]\u003C\u002Fp>\n",11491,"open","standard",{"_acf_changed":507,"content-type":8,"inline_featured_image":507,"footnotes":8},[515],46,[],[],[519],138,[521,501,522,523,524,525,526,527,528],"post-11474","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","cbtw_services-cloud-enterprise-platforms",{"authors":8,"article_authors":507,"direct_external_link":8,"post_region":530,"layout_builder":531},"global",[532],{"acf_fc_layout":533,"title":190,"ui_v2":534,"short_description":535,"cbtw_related_group_filters":536,"items":507,"link":541,"hubspot_form_id":8,"mainPostId":496,"region":530},"block_insights",true,"Access related expert insights",{"cbtw_related_category_filter":537,"cbtw_related_tag_filter":538,"cbtw_related_industry_filter":539,"cbtw_related_service_filter":540},[192,379],[],[],[],{"title":542,"url":543,"target":544},"View all insights","https:\u002F\u002Fstaging.cbtw.tech\u002Finsights","_self","\u003C!-- This site is optimized with the Yoast SEO Premium plugin v25.4 (Yoast SEO v25.4) - https:\u002F\u002Fyoast.com\u002Fwordpress\u002Fplugins\u002Fseo\u002F -->\n\u003Ctitle>Aircall Automates IT Support with Atlassian AI Rovo\u003C\u002Ftitle>\n\u003Cmeta name=\"description\" content=\"Aircall automates its IT support with Rovo, Atlassian's AI. 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