PagerDuty, a San Francisco-based incident management company, has made its site reliability engineering (SRE) agent, Paige, generally available as more software written by artificial intelligence (AI) reaches production with less human review.
Once live, AI-powered software also fails in new ways, from model drift and runaway token use to hallucinations and exposure of personal data. As more applications add features powered by large language models (LLMs), outages are becoming more frequent and the teams keeping business-critical systems running are under growing pressure.
“A tsunami of fragile AI-generated code is now entering production and SRE teams are stretched to the max. This new code breaks differently and more often and practitioners find it increasingly difficult to determine the root cause when a problem does arise,” said John DiLullo, chief executive of PagerDuty, in a press release.
“The only way to maintain resilience in the face of this complexity is to fight fire with fire, using AI itself as part of how we keep systems running.”
PagerDuty manages close to one billion incidents a year and is used by about two-thirds of the Fortune 100.
Humans in the loop
Teams can keep a human in the loop, letting Paige speed up triage while holding back remediation for approval, or let it act on its own in well-understood scenarios. It automatically resolves lower-priority incidents while giving human operators full visibility into what it does.
Each resolved incident is added to a shared memory that the agent draws on in later cases.
Paige runs on the PD Reliability Platform, the renamed PagerDuty Operations Cloud, which works inside Slack and Microsoft Teams. When an incident triggers, the platform opens a dedicated channel and conference bridge, then drafts a post-incident review and assigns follow-up actions to owners.
PagerDuty unveiled the agent as a virtual responder at its London event in March and opened early access in the second quarter.
Snow Tempest, research manager for information technology (IT) service management at IDC, said IT teams want measurable returns from AI agents, including better uptime, lower operating costs and less time spent chasing logs, and that organizations increasingly aim to prevent incidents as well as recover and learn from them.
Kulvir Gahunia, director of the site reliability office at Canadian telecom group TELUS, said an AI scribe agent from PagerDuty runs through every incident in its internal tool, so responders do not have to stop and document what is happening.
Alongside the launch, PagerDuty is opening PD Labs, an innovation center where design partners can try early tools such as SRE Workbench on real problems and work directly with the engineers writing the code, as AI changes faster than any traditional product roadmap can keep up with.