PagerDuty PagerAssist [LLM][agentic AI][prototype]

PagerAssist is a hackathon prototype that demonstrated what a conversational AI layer could look like inside PagerDuty — a natural language interface sitting on top of the existing product. It won a company wide award for the Best Use of Generative Natural Language AI out of 83 submissions and led to the formation of a 15+ cross-functional team to develop the concept of the work further.

Impact:Awarded Best Use of Generative Natural Language AI • Formation of a 15+ cross-functional team

Role:Product Design, Design Exploration, Prototyping

Collaborators:Max Wollum (Product Manager), Arthur Yidi (Lead Engineer)

PagerDuty PagerAssist
PagerDuty PagerAssist

Why

PagerDuty’s support system was highly fragmented, existing through a nav dropdown with multiple options and an external support page and knowledge base, with no way to get contextual, intelligent assistance during an active incident.

How

A conversational AI layer that sits on top of PagerDuty, aware of the page you’re on and the incident you’re responding to. It surfaces relevant suggestions, retrieves past incidents, drafts status updates, and more contextual actions.

Impact

Awarded Best Use of Generative Natural Language AI out of 83 teams • Formation of a 15+ cross-functional team

We began by auditing every existing help touchpoint in the product and considered how an entity that possessed access to all would behave.

PagerAssist as an agentic AI support system
PagerAssist as an agentic AI support system

I explored a couple directions for the AI interface based on a command palette from previous, automated work.

The command palette was originally pitched as a means to respond as quickly as possible to an incident
The command palette was originally pitched as a means to respond as quickly as possible to an incident

Pagey, the official PagerDuty mascot was reimagined as a persistent AI presence, becoming the literal face of the AI feature.

Icon explorations for not only a PagerDuty specific AI icon, but for an agentic one as well
Icon explorations for not only a PagerDuty specific AI icon, but for an agentic one as well

Pagey the Mascot to Pagey the Agent
Pagey the Mascot to Pagey the Agent

The panel reads the active page the user is on and surfaces ranked, context-aware suggestions based on the data available, not just generic help links.

PagerAssist UI open on an active incident details page
PagerAssist UI open on an active incident details page

Selecting a suggestion triggers an immediate response with contextual information.

Conversational results formatted
Conversational results formatted

The suggestions adapt to every page — on Status Update Templates, the panel shifts to communication-focused actions.

PagerAssist on the Status Update Templates page
PagerAssist on the Status Update Templates page

PagerAssist provides first responders and incident commanders assistance, guidance, and suggestions without ever leaving the PagerDuty territory.

A complete status update with title, status, impact, and customer-facing language available to publish within the app
A complete status update with title, status, impact, and customer-facing language available to publish within the app

This work was awarded Best Use of Generative Natural Language AI out of 83 teams during a PagerDuty internal hackathon to produce innovative work utilizing emerging technologies in the field. Its success led to the formation of a 15+ cross-functional team to further pursue the nature of the work.