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

Neta’s Application Management Services team reduced L1-to-L2 escalations by 35% by connecting Jira Service Management, Confluence knowledge base, and custom Rovo AI agents to empower junior agents with instant access to solutions. The deployment demonstrates how AI-augmented service management can measurably improve escalation rates without adding headcount.