Incident management · Production
Twilio uses PagerDuty AI-powered event orchestration to manage tens of thousands of monthly alerts
The problem
Twilio's platform engineering team faces aggressive SLAs and tens of thousands of alerts each month, requiring a way to cut through alert noise and automate incident response before issues impact customers.
Workflow diagram · grounded in source
1
Alerts arrive at scale
trigger
“tens of thousands of alerts each month”
2
AI event orchestration filters noise
ai_action
“PagerDuty's AI-powered event orchestration to cut through the noise, automate response”
3
Automated incident response delivered
output
“focused, automated alerts and smart incident response help his team stay calm, informed, and always ready to deliver”
Reported outcome
Focused, automated alerts and smart incident response keep Twilio's team calm, informed, and always ready to deliver.
Reported metrics
Alert noise reductioncut through the noise
Service availabilitykeep their services running 24/7
Reported stack
PagerDutyPagerDuty Operations Cloud
Frequently asked questions
What did this team achieve with this AI workflow?
Focused, automated alerts and smart incident response keep Twilio's team calm, informed, and always ready to deliver.
What tools did this team use?
PagerDuty, PagerDuty Operations Cloud.
What results were reported?
Alert noise reduction: cut through the noise; Service availability: keep their services running 24/7 (source-reported, not independently verified).
How is this incident management AI workflow structured?
Alerts arrive at scale → AI event orchestration filters noise → Automated incident response delivered.