PagerDuty has introduced its new Agentic AI functionality, now available across the PagerDuty Operations Cloud platform in the Asian market, which is intended to broaden enterprise capabilities in digital operations management.
The Agentic AI functionality enables businesses to automate repetitive tasks, resolve incidents more swiftly and ensure smooth customer experiences, thus potentially reducing operating costs and enhancing revenue streams. This new offering from PagerDuty includes several AI agents, such as the Agentic Site Reliability Engineer, Agentic Operations Analyst, and Agentic Scheduler.
Jeffrey Hausman, Chief Product Development Officer at PagerDuty, stated, "With the AI-powered PagerDuty Operations Cloud, teams can make smarter decisions, resolve critical issues faster and focus on top-level business priorities. We are excited to bring PagerDuty AI agents to market that will enable operations teams to gain time and efficiency, enabling them to focus on increasing revenues and improving customer satisfaction, while reducing operating costs."
The Agentic Site Reliability Engineer is designed to identify, classify, and provide context for operational issues. It aims to guide responders with recommendations to speed up resolution, potentially mitigating business risks caused by operational disruptions and enhancing the customer experience.
The Agentic Operations Analyst aims to provide insights by analysing data across an organisation's tools to identify patterns necessary for strategic operational decisions. This agent's purpose is to continuously improve operational and business efficiency.
The Agentic Scheduler is tasked with addressing scheduling and availability conflicts. It aims to dynamically adjust on-call shifts to ensure continuous responder coverage, facilitating quicker resolution of issues that could lead to reduced operational costs and improved customer outcomes.
In addition to the AI agents, PagerDuty has launched a curated repository of field-tested AI prompts along with relevant integrations. This use case library enables customers to customise and employ generative AI prompts to tackle a diverse range of business challenges, ensuring rapid realisation of value underpinned by best practices in generative AI.
Shawn Arledge, Executive Director, Incident Management at Sling TV, commented, "We look forward to utilising the new agentic AI capabilities from PagerDuty. It will help our teams be more efficient as menial tasks are offloaded to agents, freeing up responder bandwidth to focus on innovation and mission-critical work."
PagerDuty's initiative also includes expanding its integration capabilities. Integrations with applications such as Slack and Zoom are designed to foster better cooperation and swift responses in critical situations. PagerDuty's Slack assistant, a part of Slack's AI Assistant programme, is intended to allow for a seamless workflow with increased context, aiding in quicker resolution of incidents.
The collaboration with Zoom aims to improve efficiency within IT and engineering teams by utilising generative AI to summarise incident notes automatically and facilitate post-incident reviews. Additionally, PagerDuty's ongoing relationship with Amazon Q is expected to tackle data silo challenges, enabling businesses to leverage their data more effectively.
The rollout plan for PagerDuty's new AI offerings is staggered across different regions. The first AI agent will become available for early access in North America in the fiscal year Q2 of 2025, while the AI use case library is already available globally. Additionally, the Slack AI Assistant and other AI integrations will follow a phased launch.
