AI for Major Incidents

AI automated major incident operations, reducing manual work, improving reporting, and helping engineering teams restore services faster.

Major incidents slowed by manual work

During major incidents, A fortune 100’s support teams were spending valuable time gathering information, documenting updates, and coordinating communications across stakeholders. Manual processes created inconsistent reporting, increased operational overhead, and diverted engineering teams away from resolving the incident itself.

AI automated incident operations

Factored developed an AI-powered facilitator that automates incident documentation, stakeholder communications, and operational workflows throughout the incident lifecycle.

By eliminating repetitive administrative work, the tool enables engineers and incident managers to focus on restoring services faster while ensuring consistent reporting, improving SLA compliance, and reducing operational risk.

Production AI built for Microsoft Teams

The tool combines a Python (FastAPI) backend with the Microsoft Bot Framework to deliver an AI assistant directly within Microsoft Teams. A Teams-based user interface provides a seamless experience, while services communicate through REST APIs.

Real-time audio and video streams are processed, capture meeting context and store structured data for downstream workflows. Cloud + AI tools provide contextual reasoning, automated summaries, and incident documentation, while integrating with task management to automate report generation and submission. The solution is fully hosted in the cloud.

Faster recovery. Better SLA performance.

The tool transformed how the Fortune 100 manages major incidents by:

• Reducing the time spent on incident documentation and administrative tasks.
• Improving the consistency and accuracy of incident reporting.
• Streamlining communication across engineering teams and business stakeholders.
• Enabling faster incident resolution and stronger SLA performance by allowing engineers to focus on solving problems instead of documenting them.