As organizations increasingly rely on complex digital infrastructure, they must be ready to move rapidly when major incidents occur. The recent global outage has shown just how fragile IT systems can be. With mounting pressure to deliver seamless customer experiences, GenAI and automation present an opportunity to manage risk more effectively, by ensuring responders have the right information to restore services quickly.

At PagerDuty, we’re developing generative AI capabilities tailored to support crucial operations. By integrating GenAI features into the PagerDuty Operations Cloud, these enhancements are designed to help our customers drive operational resilience, mitigate risk, and scale the business with fast time to value and high return on effort.

PagerDuty Advance, GenAI for every step of the incident lifecycle
Today, we’re excited to announce the general availability of PagerDuty Advance, a suite of GenAI capabilities embedded in the PagerDuty Operations Cloud platform. With PagerDuty Advance, organizations can accelerate digital transformation initiatives while empowering responders to work faster and smarter by automating time-consuming tasks and surfacing relevant context from incident detection to resolution and learning via prompted and proactive interactions.

PagerDuty Advance is tightly integrated with our existing Incident Management, AIOps, Automation and Customer Service Operations products and includes the following features:

• PagerDuty Advance Assistant for Slack: A GenAI chatbot that lightens responders’ cognitive load by providing context on incidents, with recommendations for next steps, directly from Slack. (Support for Microsoft Teams coming soon.)

• PagerDuty Advance for Status Updates: Enables teams to generate an audience-specific status update draft in seconds, saving cycles on what to say to whom and allowing teams to focus on resolution.

• PagerDuty Advance for Automation Digest: Part of the Actions Log, this feature generates a draft summary of the most important results from running Automation Action jobs in one place. It empowers responders to make more informed decisions based on diagnostic results.

PagerDuty Advance powers two more features currently in Early Access:

• PagerDuty Advance for Runbook Automation: Accelerates automation development and deployment by automatically generating suggested runbook automations via manually engineered prompts or using pre-engineered prompts as a starting point.
• PagerDuty Advance for Postmortems: Automatically collects and collates all available data around the incident (including logs, metrics, and relevant Slack conversations) to suggest a narrative of what happened, why and what next steps could be followed to prevent it. 

Harness AI and automation to transform your operations
The PagerDuty Operations Cloud is designed to tackle critical operations work and help businesses deliver on their top strategic initiatives by leveraging GenAI to accelerate those efforts. Whether it’s revolutionizing the incident management process, modernizing the operations center, or streamlining automation, PagerDuty Advance scales teams with AI and automation, helping leaders to successfully land transformation initiatives. Here’s how:

Amplify operations center modernization with improved diagnosis and resolution
The Network Operations Center’s (NOC) traditional eyes-on-glass model is too human-intensive and error-prone to effectively triage the overwhelming volume of data coming into the enterprise today. PagerDuty offers a powerful solution that enables NOCs to go from Event to Resolution with minimal human toil and increased speed and repeatability.

GenAI amplifies that effect: common diagnostic questions can be used as prompts to get context and accelerate action directly from Slack. The PagerDuty Advance Assistant offers proactive assistance when a problem is detected and guides teams on which steps they may want to follow to ensure quick triage and remediation.

Scale and standardize automation with automated runbooks
Many Enterprise organizations struggle with data silos and disconnected systems that prevent them from scaling automation processes. PagerDuty delivers the power of end-to-end unified automation, supercharged by the ability to develop and deploy automation jobs faster—even by non-technical teams.

With AI Generated Runbooks, operators can translate conversational prompts into proposed runbook automations or leverage pre-engineered prompts based on common categories. The prompt can then be edited, and a working job definition can be generated and initiated.

Transform incident management with accelerated resolution and learnings
Complex digital environments and the speed of operational transformation push teams to react to incidents instead of avoiding them altogether.

The PagerDuty Operations Cloud provides an end-to-end system of action to streamline the incident lifecycle. AI is a foundational layer of the process: correlating data to surface context and empowering teams to take the right action—whether automated or not. 

Seamless customer experience operations with swift impact assessment and updates
According to PagerDuty platform data, customers report 51% of issues discovered in production. When paired with the usual silos between support and engineering teams, such issues negatively impact the customer experience and put a company’s brand at risk.

Teams can use a set of prompts to get a 360-degree view of an incident to streamline visibility and understand its customer impact. Additionally, the PagerDuty Advance Assistant can remind responders to send regular status updates to stakeholders, customers, and partners. Communications can then be quickly drafted and tailored to a specific persona by leveraging the Assistant’s GenAI capabilities.

Start using PagerDuty Advance today
PagerDuty Advance helps organizations build operational resilience and enhance risk mitigation by leveraging GenAI capabilities built into the PagerDuty Operations Cloud. Eligible customers on Business and Enterprise plans for Incident Management and Customer Service Operations can benefit from a one-time set of PagerDuty Advance credits to use with no additional charge. Learn how to start using credits and opt-in to PagerDuty Advance by reading this knowledge base article. For further support, please contact your PagerDuty account representative.

Not an eligible customer? Request a free trial to try out PagerDuty Advance!