Searching for information in everyday working life can quickly become a time trap, especially in the service sector. Studies show that the average employee spends up to two hours a day searching for information.
With a 40-hour week, that's around 25% of working time that cannot be used to create value. In addition, employees spend an average of 13 minutes searching before asking their colleagues for help. That adds up to almost a whole working day a week in lost time.
Do you recognize these problems with documentaries?
- Missing or distributed documentation: Is there any documentation at all and is it stored in a centralized Knowledge base ?
- Outdated content: Are existing manuals and runbooks up to date?
- Accessibility: Is everything in one place or scattered in e-mails, network drives and departmental silo structures?
- Documentation aversion: Creating documentation is rarely a popular task. As a result, the quality of the texts often suffers and readers find it difficult to follow the content.
- Finally, the question arises: Who even reads the whole documentation?
We at XALT have found an answer to this. In this article, we would like to show you how we used the AI-supported chatbot Rovo, to help us with these challenges.
How Atlassian Rovo as an AI solution helps with the creation & search of documentation
With Rovo, the AI-supported chatbot from Atlassian, which is connected to our Confluence system, we have gained a virtual employee who supports us in the efficient search for information and many internal processes. Our internal Rovo Ambassadors promote the documentation of all processes in Confluence.
This allows us to convert implicit knowledge into explicit knowledge; a basis for efficient documentation with AI. Because like every employee, Rovo can only work as effectively as the information he is provided with.
The following use cases of Rovo are common in the search and creation of our technical documentation.
Automated search for information
"Can you quickly create a new DNS entry?" was the question put to our new colleague. A quick prompt to Rovo is all it takes for the AI to provide precise answers. For example, Rovo immediately recognizes what type of information is being searched for (more technical or sales-oriented?) based on the assigned employee role (consulting, marketing, etc.) and displays it. This reduces the number of search results and leads the employee to their goal more quickly.
Pro Tip: You can also restrict access to certain Confluence areas or specific Jira Service Management projects by setting your configure your own chat bot. This keeps the search focused and delivers more precise results.
"As a DevOps engineer, I want to deploy, not search for runbooks like a detective. Before we used Rovo, I would lose 10 to 15 minutes per ticket with context switches. Now I type a question into Confluence and get the relevant process in seconds, including code snippets and pipelines. This reduces frustration, increases quality and finally turns documentation into a living system instead of a compulsory exercise."
Richard Richter, DevOps Agile Coach at XALT
Convert bullet points into reader-friendly texts
Writing documentation in such a way that new colleagues understand the context is a tedious, challenging task for many. You often make a few key points yourself, but it is difficult for others to put them into context.
Thanks to Atlassian Intelligence, any simple list is transformed into a structured, easy-to-read article with just one click. A win-win situation for document creators and readers.
Completion of incomplete content
Rovo can even help with unprocessed texts and tries to provide assistance from all available information so that users are informed in a targeted manner.
We benefit every day by removing barriers to creating high-quality, comprehensible technical documentation and constantly expanding our knowledgebase. Our resources can be used efficiently and non-value-adding activities are reduced.
ROI and benchmarks: why AI-supported documentation pays off
Atlassian's own investigations demonstrate the enormous added value of end-to-end process documentation.
- Only 4% of all companies document their processes consistently.
- Poor knowledge transfer costs large companies up to $47million per year
- 80% of employees do not feel sufficiently empowered for their current and future roles, according to the Gartner survey - structured documentation and AI support promote engagement and competence.
Next Step: Sustainable documentation with AI power
If we look at the 25% in wasted working time due to searching for information, it becomes clear that an increase in efficiency is possible in this area - and in almost every process once it has been documented in Confluence. The documentation also opens up new opportunities for optimization, as the processes become more visible and can be standardized.
With Atlassian Rovo as your new multitalented virtual employee, you’ll benefit in the following ways:
- Greater efficiency through faster information retrieval
- Long-term quality assurance of your documentation through AI-supported text creation and optimization
- Scalable onboarding and smooth process flows
Get started today with efficient documentation powered by Atlassian Rovo and AI!
Want to know what else Rovo can do? In this video you will find an overview of the current possibilities of Atlassian's AI-supported chat agent.
