Automating Incident Triaging and Routing with AI 🤖

Hi there and welcome.

In this short video, we will look at how our AI agents will help in automated triaging and routing of incidents.

So here's an example.

This is a CPU threshold breach on a critical application.

Now, typically, someone would have to read this incident, understand it, and manually assign it to the right team, which takes time and often it leads to misrouting.

But our AI agent does that instantly.

It looks at the incident and it predicts the right assignment group using two different approaches.

In the first approach, the agent uses machine learning clustering on a historical incident, looking at which assignment groups they were routed to, and uses, that learning to predict the right group for the new incident.

And in the second approach, the agent uses generative AI to understand the incident context, like the incident description and alert details.

And the agent then suggests the right resolver group.

what is nice is that the agent also explains why a certain assignment group was, given as a recommendation.

And you can also do this on demand with our AI chatbot.

Just ask it and it will recommend the right team.

So in the end you get faster triage, fewer handoff errors, and quicker resolution.

Thank you so much for tuning in.

See you in another video.