Transform IT major incident management with customizable AI Workflows from BigPanda

Enterprise Management Associates found that major IT service outages are increasing in cost, frequency, and duration, with unplanned downtime costing large enterprises nearly $25,000 per minute, or $1.5 million per hour. When every minute costs $25,000, you can’t afford to waste engineering time on coordination tasks like creating channels, paging experts, typing summaries, and posting updates.

An agentic AI-powered incident assistant can eliminate that waste and reduce bridge call costs. It handles coordination work automatically and adapts to how your organization actually runs incidents, so your team can focus on what matters: resolving outages.

 

Today, we’re improving how you orchestrate major incidents in your own IT environment with customizable templates and automated workflows for the BigPanda AI Incident Assistant. These highly configurable, intelligent automations are built around your enterprise’s exact incident protocols, eliminating manual coordination work and cutting resolution time in half.

Why traditional AI hasn’t moved the MTTR needle

Standard AI tools offer generic summaries and responses. Helpful? Sure. Transformative? Not even close.

After supporting enterprises with agentic AI during major incidents, we’ve learned that every organization has a slightly different approach to incident management. These nuances play a critical role in those organizations’ ability to identify and resolve incidents effectively.

One of our customers creates a dedicated Slack channel for every incident, while another uses two channels—one for engineers, one for stakeholders. Another BigPanda customer in the healthcare industry maintains 20 standing channels while assigning incidents on the fly.

Generic AI tools can’t navigate these nuances. They can’t post updates to the right channels, page the right SMEs, or follow your escalation protocols. So your teams are still forced to do manual work that burns time and delays resolution.

Give responders agentic AI that adapts to your workflows

AI that can’t adapt to how your teams already work creates friction instead of efficiency. Automation only works when it integrates seamlessly into existing processes.

AI Incident Assistant solves this using configurable workflows that define exactly how your organization runs major incidents, then automates execution in real time. Instead of forcing your team to adapt to AI, the AI Incident Assistant adapts to your team.

Admins can build customizable templates for specific incident types (e.g., P0, P1, security breach). Each template specifies:

• Which context to ingest: ITSM alerts, chat channels, bridge calls, etc.
• Where to communicate: specific Slack/Teams channels, ITSM tickets, emails
• What actions to automate: status updates, executive summaries, SME paging
• When to require human approval: guardrails for sensitive communications

When an incident hits, the incident manager selects the template. AI Incident Assistant takes it from there, creating channels, assembling teams, posting updates, and keeping everyone informed. All according to your exact playbook.

Early adopters of customizable AI workflows report reduced MTTR and lower bridge call costs

A major hospitality enterprise configured its P0 template to post incident updates every 15 minutes and send executive summaries hourly, without requiring manual intervention.

Another BigPanda customer using AI Incident Assistant to automate incident management eliminated half of the SREs previously required on bridge calls. These engineers, who were acting primarily as scribes, and are now back to being able to focus on their regular jobs. AI Incident Assistant transcribes, summarizes, and executes next steps more accurately than humans juggling multiple tasks, so SREs can stay focused on solving problems instead of documenting them.

The results: lower bridge call costs, reduced MTTR, and AI that gets smarter after every incident.

Accelerate major incident management with agentic AI

Custom templates are only part of a comprehensive agentic AI platform for major incident management. Once your incident workflows are customized and automated, the BigPanda AI Incident Assistant supports teams across the entire incident lifecycle with:

• Automated incident collaboration: Instantly create incident channels, assemble SMEs, and summarize findings in real-time to improve consistency and accelerate shared understanding.
• Agentic assembly: Agentic SME assembly brings teams together seamlessly in Slack or Teams with a managed incident channel that handles on-call paging, incident status updates, and transcribes bridge calls and chat.
• Agentic communications: Instantly understand priorities and keep all stakeholders informed in real-time. Continuously updated incident summaries in collaboration channels and a centralized dashboard show the status, impact, and actions taken.
• Multichannel synchronization: Automatically summarize key insights and sync real-time updates across bridge calls with automated transcription, chat channels, and ITSM tickets. Auto-populate the incident channel with existing ITSM ticket information and update it in real time as the incident progresses.
• Real-time troubleshooting: Automatically gather and continuously update relevant insights about an incident as it unfolds. Teams get an instant, unified view of what’s happening and why, without waiting on others or manually piecing together data.
• Suggested resolutions: Accelerate resolution with smart, AI-powered suggestions. AI Incident Assistant recommends remediation steps based on past incidents, knowledge base articles, SOPs, and even real-time chat conversations that are not typically documented or operationalized, so your team can act faster with confidence.
• Post-incident reporting: AI Incident Assistant automatically generates executive summaries, after-action reviews (AAR), post-mortems, and more to relieve the burden of post-incident analysis and report creation and save incident responders valuable time.

 

Adapt your AI tools to support major IT incident management

Major incidents are too expensive and critical to manage with generic tools. Your team has processes that work; now you can automate them without compromising their effectiveness.

The BigPanda AI Incident Assistant gives you agentic AI that understands your organization’s unique approach to incident management. The results: lower costs, faster resolution, and teams focused on solving problems instead of coordinating them.

Download our latest ebook to learn how customized agentic AI can transform your enterprise’s incident management.