Incident Communication Drafter

The Challenge

During incidents, teams scramble to communicate with customers while also fixing the issue. Writing clear, accurate, and appropriately toned updates under pressure is stressful.

The AI Desk Solution

AI Desk drafts incident communications based on internal updates, ensuring clarity and appropriate tone.

The Workflow

Step 1: Incident Data

Trigger: Incident created or updated
Sources: PagerDuty, internal Slack, metrics

Step 2: Communication Drafting

• Technical translation
• Tone calibration
• Impact assessment

Step 3: Ready to Post

📢 Incident Communication Drafts

INCIDENT: INC-2891 (API Latency)
SEVERITY: P2
DURATION: 23 minutes (ongoing)

STATUSPAGE UPDATE

Title: Elevated API Response Times

We are currently investigating elevated API
response times affecting some requests.

Impact: Some API calls may experience
delays of 2-5 seconds. Core functionality
remains available.

Current Status: Our team is actively
investigating and working on resolution.

Next Update: Within 30 minutes or sooner
if we have new information.



CUSTOMER EMAIL (Major accounts)

Subject: Service Update: Elevated API Latency

Dear [Customer],

We're writing to inform you of an ongoing
incident affecting API response times.

What's happening: Some API requests are
experiencing delays of 2-5 seconds.

What we're doing: Our engineering team
identified the issue and is implementing
a fix.

Your impact: Based on your usage, you may
see slower responses in [specific area].

We'll update you when resolved.



INTERNAL SLACK UPDATE

🔴 INC-2891 Update (23 min)
Root cause: Database connection pool exhaustion
Fix: Scaling up connection pool, ETA 10 min
Customer impact: ~15% of API requests
Comms: Statuspage posted, major accounts notified

Value Proposition

• Time Saved: 30 minutes per incident
• Consistent Tone: Professional under pressure
• Multi-Channel: All formats ready