Operational excellence isn’t just a goal—it’s critical for survival for all companies. And, when powered by AI and automation, it’s a strategic competitive differentiator. With over a decade of AI and ML experience in our platform, PagerDuty pioneered the Incident Response space. And now, PagerDuty is redefining what modern operations can look like in the era of AI and automation.

Today, we’re announcing our latest release which includes groundbreaking innovations for the PagerDuty Operations Cloud that transform how enterprises balance day-to-day operations while scaling their teams for the future. Our automation-led, AI-powered platform enables organizations to make smarter decisions, resolve critical issues faster, and focus on strategic priorities. Customers won’t just see incremental gains with GenAI, but a full transformation in the way they work, plus more value in each and every plan.

People, Machines, and Agents Working in Harmony

PagerDuty is charting a path towards a future where autonomous AI agents will be able to resolve well-understood incidents even if they require multiple steps across disparate tools. And, this will all be done from where users are already working as part of PagerDuty’s new unified chat experience (General Access), ushering in a new era of operations.

We’re building PagerDuty AI agents, starting with SRE, Ops Insights and Shift scheduling agents. Beginning with the Spring 25 release, advanced AI agents will work with responders and autonomously resolve issues, empowering organizations to efficiently redeploy their resources towards higher-value work.

PagerDuty’s AI agents will include:   

• Agentic Site Reliability Engineer: Will identify and classify operational issues, surfacing important context such as related or past issues and guiding responders with recommendations to accelerate resolution, thus mitigating business risk caused by operational disruption and enhancing the customer experience.
• Agentic Operations Analyst: Will analyze data across an organization’s ecosystem of tools to identify patterns needed for strategic operational decisions, continuously improving operational and business efficiency.
• Agentic Scheduler: Will preempt scheduling and availability conflicts by dynamically adjusting on-call shifts to ensure seamless responder coverage, driving faster resolution that can result in lower operational costs and positive customer impact.
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In addition to AI agents, PagerDuty is also announcing the general availability of the AI use case library. This curated repository of field-tested AI prompts empowers customers to customize and combine generative AI prompts to address a wide range of mission-critical use cases and business challenges – improving time to value, guided by generative AI best practices.

And forthcoming enhancements to PagerDuty’s GenAI offering will provide organizations with tighter integrations to the tools they already have, driving more value across the toolstack. Key GenAI capabilities with integration partners include:

• Slack AI Assistant (GA): PagerDuty Advance’s generative AI capabilities can now be directly accessed within Slack’s AI partner ecosystem to resolve issues faster, efficiently mitigating risk and enhancing customer experience.
• Zoom (forthcoming): Automatically summarize rich incident notes and post-incident reviews, speeding up organizational collaboration to resolve issues and learn faster to preempt future disruptions.
• Amazon Q (forthcoming): Securely share enterprise data between Amazon Q and PagerDuty to synthesize organization-wide operational insights to improve resolution speed and efficiency.

To be one of the first customers leveraging AI for more efficient operations, sign up to indicate your interest for early access.

Accelerating Strategic Initiatives Through Automation-led, AI-powered Operations

PagerDuty provides automation-led, AI-powered solutions focused on three key areas: incident management transformation, operations center modernization, and automation standardization.

Our latest product launch bolsters these solutions with an enhanced user experience that translates into time and money saved, reduced risk, and more time to innovate throughout the operations lifecycle.

Incident Management Transformation

Modern operations have evolved beyond simply getting the right humans at the right time. The critical question now is whether human intervention is necessary at all, and if so, at what point. Our enhanced platform supports this evolution through:

• New Incident Management & CSOps Plans Entitlements (GA): We are bringing enterprise-grade, end-to-end incident management features to our Professional and Business plans. Organizations of every size can benefit from rapid incident resolution, streamlined workflows, and globally scalable operations—all from a single, unified platform, without having to piece together disparate tools. Read the blog.
• Unified Chat Experience (GA): A completely reimagined interface within Microsoft Teams and Slack enables teams to collaborate seamlessly and manage incidents end-to-end with AI assistance. Automated workflows and PagerDuty Advance capabilities can be invoked directly from the organization’s preferred collaboration platform. Take the tour. 
• Automation infused in Incident Management (forthcoming): We plan to bring new capabilities including infrastructure automation and human-in-the-loop approvals added to the PagerDuty UI. Teams will be able to automate routine response actions while maintaining oversight through approval workflows. Sign up for early access.
• Audience-Specific Status Pages (GA): Deliver targeted service information and status updates to different stakeholder groups from a single interface, ensuring relevant communication while maintaining operational efficiency. Learn more. 

Operations Center Modernization

PagerDuty helps organizations shift left in the incident response lifecycle, reducing costs and accelerating resolution through AI and automation. Key innovations include:

• Global Intelligent Alert Grouping (GA): Our advanced machine learning (ML) capabilities now span services to reduce noise and provide better understanding of impact scope and potential blast radius. Learn more.
• Automation on Alerts (EA): Trigger remediation workflows before incidents are created, allowing automated fixes to resolve issues without human intervention when possible. Sign up for early access.
• Automation infused in AIOps (forthcoming): Combined with Automation on Alerts (EA), we plan to add new infrastructure automation capabilities to automatically fix issues before they escalate into incidents, significantly reducing alert noise and manual intervention. Sign up for early access.
• Enhanced Operations Console (GA): A comprehensive dashboard with improved insights, custom fields, and integrated automation capabilities, reducing context switching and accelerating response times. Learn more.

Automation Standardization and Center of Excellence

We’re extending our use case library to include AI prompts and additional automation entries to help our customers reduce time to value with their investments. 

• New AI Use Cases (GA): To help PagerDuty customers realize the full potential of generative AI and agentic innovation, PagerDuty is launching a curated repository of field-tested AI prompts, with relevant integrations. Customers can customize and combine generative AI prompts to address a wide range of mission-critical use cases and business challenges – ensuring fast time to value, guided by generative AI best practices.
• New Automation Use Cases (GA): New categories & documentation for cost management & storage management. Learn more here.

Expanding use cases and driving enterprise-grade value across regions

PagerDuty is committed to ensuring that companies globally can leverage the Operations Cloud for mission critical work at the enterprise level.

• United States: PagerDuty’s FedRAMP ATO (“In PMO Review”) solution can help the public sector agencies maintain secure, compliant, and responsive operational services that meet the strict security standards they demand. Learn more here.
• EMEA: With the implementation of DORA, it is now even more critical for financial services leaders to work alongside trusted IT partners with digital operational resiliency capabilities to reduce or avoid the impact of an outage and accelerate the time to restore normal service. Additionally, PagerDuty’s forthcoming fully integrated Runbooks will offer EU service region support, with hosted instances in Ireland and the UK, enabling European customers to leverage the full suite of capabilities while meeting data residency requirements.
• Japan and Canada (EA): Early access customers can now receive voice notifications in French or Japanese, allowing us to better serve our non-English speaking customers. GA following in early March. Read more here.

We’ve also added two new use cases that teams can activate to see more value from their PagerDuty investment:

• Security Incident Management Use Case (GA): Security teams can now use incident types, leverage PagerDuty Advance generative AI capabilities, and execute automated responses such as revoking compromised users and locking down security groups—all from a single platform. Learn more here.
• LLMOps Use Case (GA): PagerDuty is expanding our 700+ partner ecosystem to include LLM observability and monitoring leader Arize. As organizations rapidly deploy AI features, this integration enables real-time monitoring of LLM performance, security, and quality—while automating incident response workflows to reduce alert fatigue. Learn more here.

Building the Future of Operations 

The PagerDuty Operations Cloud represents more than just keeping pace with technology—it’s about setting new standards for operational excellence. Our automation-led, AI-powered platform liberates teams from manual toil, enabling them to focus on innovation while maintaining operational resilience. Beginning with the Spring 2025 release, we’re bringing AI and automation to the forefront of our customers’ operations.

Ready to transform your operations for the automation and AI era? Learn how PagerDuty’s planned and latest innovations can help your organization achieve operational excellence at a PagerDuty on Tour 2025. If you want to see these new innovations in action, watch the demo here or take the tour.

This post contains forward-looking statements, including statements regarding the expected availability of new products, functionality, and related future opportunities. These forward-looking statements are not guarantees of future performance and involve significant risks. For a list and description of such risks, see the company’s Annual Report on Form 10-K/A for the year ended January 31, 2024, filed with the SEC on March 18, 2024.