Proactive Outage Notification Agent
Monitors system status feeds and incident alerts, then proactively notifies affected customers before they file support tickets and updates them through resolution.
When an outage or degraded service event occurs, support teams are typically flooded with a wave of nearly identical tickets from confused customers, all asking the same question the company already knows the answer to, which overwhelms queues and delays responses to unrelated issues
Status pages often update slower than customer awareness of the problem, and customers who aren't checking a status page have no way to know the issue isn't specific to them
Manually drafting and sending outage communications takes time the team doesn't have during an active incident, and follow-up updates as the incident evolves are frequently forgotten
This agent watches incident management and monitoring systems for triggered alerts, identifies which customer segments or accounts are affected based on service dependency mapping, and proactively pushes notifications through email, in-app banners, or SMS before ticket volume spikes
The agent subscribes to incident alerts from the monitoring and status page systems. Upon a triggered incident, it uses the service dependency map to determine the affected customer segment, drafts a clear, non-technical explanation of the issue and expected impact using an LLM, and pushes it through the configured channels (email, in-app, SMS) matched to each customer's notification preferences. It monitors the incident status for updates and automatically issues progress notifications at defined intervals, then sends a resolution confirmation once the monitoring system reports the incident as closed, and suppresses related inbound tickets by auto-responding with the status link when a match is detected.
Detect and Scope the Incident
- Ingest triggered alerts from the monitoring and incident management system
- Cross-reference the affected service or component against the dependency map
- Identify the customer segment or account list impacted
- Classify incident severity to determine notification urgency
Draft and Send Initial Notification
- Generate a plain-language incident summary using an LLM, avoiding internal jargon
- Match each affected customer to their preferred notification channel
- Send initial alert via email, in-app banner, or SMS as appropriate
- Post a corresponding update to the public status page
Push Ongoing Updates
- Monitor incident status changes from the monitoring system at set intervals
- Generate updated progress notifications reflecting new information
- Auto-respond to inbound tickets referencing the known incident with a status link
- Escalate internally if the incident exceeds its expected resolution window
Confirm Resolution and Follow Up
- Detect incident closure from the monitoring system
- Send a resolution confirmation notice with a summary of impact and root cause where available
- Offer an easy path to open a ticket for anyone still experiencing issues
- Log incident communication metrics for post-incident review