How switching to Jira Service Management and Rovo helped Neta cut ticket escalations by 35%

Neta, an energy platform provider, consolidated over 7,000 documents into Confluence and deployed custom Rovo AI agents to reduce L1-to-L2 ticket escalations by 35%, enabling junior support agents to handle complex product issues independently. The company connected service management, knowledge bases, and AI through Jira Service Management and Rovo to empower front-line support staff without requiring escalation to senior engineers. The integration demonstrates how AI-powered knowledge retrieval can measurably reduce support overhead in technical service environments.