Introduction to BigPanda AI Incident Assistant
BigPanda AI Incident Assistant, also known as Biggy, brings you AI-powered incident management by uncovering hidden data, transforming it into insights, and delivering it in natural language. AI Incident Assistant accelerates incident investigation by combing through infrastructure data and knowledge to surface highly relevant insights that help the team make smarter decisions, improve productivity, and scale incident management.
AI Incident Assistant provides insights and automated workflows that allow you to investigate active incidents faster while identifying gaps that will harden the infrastructure from future issues.
AI Incident Assistant unifies all teams involved in incident response and the data those teams require to conduct an investigation. By combining observability data, service history, and institutional knowledge, AI Incident Assistant surfaces hidden context and gives you situational awareness on incidents, including:
Incident impact, priority, assignment, and other common troubleshooting questions
Self-service access to past incidents, resolutions, and team engagements
Suggested remediation steps and potential root cause
AI Incident Assistant is available for Slack or Microsoft Teams so you can ask questions right where you work and receive answers in easy-to-understand language.
Use Cases
You can engage with AI Incident Assistant to ask questions about the incident at hand and help prevent future or recurring issues. AI Incident Assistant has access to your normalized, enriched BigPanda incidents, so it can answer questions about issues at any stage of an incident: from event data, to closure, to infrastructure hardening.
You can use AI Incident Assistant to:
Ask questions using natural language - Ask AI Incident Assistant a question about a current incident while you work in Slack or Teams.
Create incident channels - Create a channel to discuss an active incident and collaborate on resolution. AI Incident Assistant will watch the channel and update a pinned message detailing the incident summary and status.
Troubleshoot an active incident - AI Incident Assistant leverages all of your ITSM data, ITOps incident communications, runbooks, and SOPs to help provide insight into how you can triage and resolve the current incident.
Determine priority, impact, and teams involved - With AI Incident Assistant, you can use operational data from active monitoring tools and historical incident data to understand the impact of the current incident, and who may need to be engaged to resolve it.
Identify and notify on-call teams - Use AI Incident Assistant to quickly find and notify who is currently on call to handle an incident.
Investigate and find resolution steps - Get a list of diagnostic or resolution steps based on historical incidents, SOPs, knowledge bases, and other resources AI Incident Assistant can access.
Generate summaries and reports - Use AI Incident Assistant to create high-level post-incident executive summaries to present to leadership, or detailed incident post-mortem analyses and prevention strategies.
See the Manage Incidents with BigPanda AI Incident Assistant documentation for more information about using AI Incident Assistant to troubleshoot incidents.
How it Works
AI Incident Assistant receives information from your knowledge base connectors, such as ServiceNow, Jira, Confluence, or Zendesk. The information from these sources is passed into our indexing pipeline, where it is organized into categories to optimize data retrieval for each source. This information is then stored in the BigPanda IT Knowledge Graph.
Sending data
There are a variety of ways you can send your data to AI Incident Assistant. Contact your account team for more information.
Within the AI Incident Assistant Web App, you can set up Action Plans that tell AI Incident Assistant the types of tasks that it can perform. Action plans can be enabled or disabled, and configured to fit your organization's needs using prompt addendums and templates.
When you ask AI Incident Assistant a question or to perform a task in your chat application AI Incident Assistant determines which action plan to use, and then retrieves information from the BigPanda Unified Data Fabric. This information is sent to our Large Language Model (LLM), which processes the data and sends an answer back via the chat application.
As you continue to work with AI Incident Assistant it remembers previous conversations and context. As AI Incident Assistant learns more about your incident management data and process, it will become smarter over time.
Install AI Incident Assistant
AI Incident Assistant can be used in either Slack or Microsoft Teams chat applications. After an administrator has installed it in your workplace, you can easily add the application to any channel.
Admins can set up data ingest, integrate with various ITSM, on-call, collaboration, and service catalog tools, and configure action plans to determine how AI Incident Assistant interacts with users.
See the Install AI Incident Assistant documentation for more information.
AI Incident Assistant Web App
The AI Incident Assistant Web App allows you to easily configure AI Incident Assistant and view deep insights via reports.
Admins can use this page to view reports, integrate with various ITSM, on-call, collaboration, and service catalog tools, and configure action plans to determine how AI Incident Assistant interacts with users.
For more information, see the AI Incident Assistant Web App documentation.
Security
AI Incident Assistant follows the same Security controls for data handling and customer data protection as the BigPanda platform as a whole.
BigPanda leverages various industry-standard security technologies and procedures to protect your data from unauthorized access, use, or disclosure at all lifecycle stages. This ensures that your data is secure at all times, whether being transmitted, stored, or processed.
See the Generative AI Customer Trust document from the BigPanda Trust Center for more information.
Next Steps
Find steps to Use the AI Incident Assistant Web App
Learn how operators can Manage Incidents with AI Incident Assistant.