6:47 AM – Coffee in hand, checking the overnight alerts

Alex, an SRE at Greenagonia, starts the day knowing there’s a big launch coming. Pre-orders suggest a 5-10x increase in normal traffic, which means coffee needs to be extra strong this morning. As Alex scans through overnight alerts, he realizes he’s completely forgotten about a dentist appointment that overlaps with his upcoming on-call shift.

Six months ago, this would have meant frantic Slack messages or at least one phone call. Today? Alex’s AI teammate has it covered.

Shift Agent for PTO and overrides

A gentle ping from the Shift Agent appears in Slack: “It looks like your Google Calendar time-off overlaps with an on-call shift.  I’ve identified available teammates to cover for you. Would you like me to request an override?”

A few clicks later, both Alex and his coverage have accepted the override, and the schedule conflict is resolved. No stress, no manual coordination. Alex’s AI teammate, Shift Agent, handles the routine stuff that used to eat up his time and mental bandwidth, leaving him free to focus on the complex problems that actually need human insight (plus get to his dental appointment on time).

SRE Agent for remediation and runbooks

8:01 AM – Launch day begins

Greenagonia’s new boots are now available online. Within minutes, orders start to flood in from across the globe, and everything looks… mostly good. Then Linda, the NOC Manager, sees it: elevated response times and 500 errors in their EU region. Incident #4127 begins.

Enter the SRE Agent. While Linda is still processing what’s happening, the SRE Agent is already pulling metrics from Greenagonia’s Grafana environment using Model Context Protocol. She types a quick query: “Analyze the recent 500 errors in catalog-west and identify potential root causes.”

Within seconds, the SRE Agent traces the issue to web server requests timing out. But this AI teammate doesn’t stop at diagnosis. It’s already suggesting remediation: “Enable auto-scaling for web app instances.”

8:15 AM – Resolution and learning

Linda approves the auto-scaling recommendation, and response times normalize. Then the SRE Agent takes the incident a step further, automatically generating a runbook for this exact scenario should it occur again. The next time they see database connection pool exhaustion, any responder can follow the documented steps. With the SRE Agent, Greenagonia has turned a stressful incident into institutional knowledge.

This is the magic of having an AI teammate. Responders still make the critical decisions, but they’re making them with better information, faster analysis, and automated follow-through.

Scribe Agent for communication support

8:18 AM – The plot thickens

Just as the team is back to business-as-usual, a new incident hits–this time in the US. Payment gateway timeouts with processing failures are spiking, directly affecting the revenue stream. It’s escalated to a major incident.

8:20 AM – AI-powered collaboration

Greenagonia’s major incident workflow kicks in automatically, creating a Zoom meeting and adding the Scribe Agent. As stakeholders join the call, the Scribe Agent is already transcribing every detail and decision, posting summaries to the incident Slack channel. No more frantic note-taking or missed context. Everyone stays in the loop without having to step away from problem-solving.

Anna, the Incident Commander, needs to update leadership. Instead of crafting a status update from scratch while juggling multiple data sources, she simply asks: “@PagerDuty: Write me a status update.” In seconds, the Scribe Agent drafts a clear, professional update based on the live transcription, incident data, and chat history. Before sending it out, Anna reviews and edits it, swiftly getting back to coordinating the response.

SRE Agent for tricky triage

9:15 AM – Reopening, but not restarting an incident

Wade, one of Greenagonia’s database experts, joins the incident response. He spins up additional read replicas, and they resolve the incident. But fifteen minutes later, the same performance issues resurface.

Wade reopens the incident with all history intact and instructs the SRE Agent to dig deeper. The agent quickly correlates this new spike with payment gateway rate limits, pulling logs from DataDog and deployment data from GitHub via MCP.

It’s like having a teammate with perfect memory and the ability to instantly connect dots across multiple systems. And it doesn’t stop there: the SRE Agent recommends routing failed transactions to backup processing as a remediation action. Wade approves the automated failover, and it works!

Insights Agent for continuous improvement

9:45 AM – Resolution and reflection

Once the incident is marked as resolved and critical data for compliance and reporting is automatically documented, PagerDuty creates a comprehensive summary for the post-incident review.

One week post-launch

It’s now a week after launch, and early reports indicate that it was a great success despite the incident due to the team’s quick mitigation. As part of the follow-up, the Insights Agent proactively delivers operational recommendations based on the patterns it’s identified. 

With this knowledge of Greenagonia’s unique incident data, AI Orchestrations has identified a pattern behind their major incident and recommends automatically classifying similar future cases as P1. This means that the Greenagonia team will be able to respond even faster if something like this happens again.

The New Reality of Operations

Working with an AI teammate has fundamentally changed how development teams approach their role. The AI handles the data gathering, pattern recognition, and routine tasks, while humans focus on the complex reasoning, strategic decisions, and creative problem-solving that they excel at.

The result? For Greenagonia, the launch was a massive success. They handled traffic spikes with minimal disruption, turned a major incident into a learning opportunity, and built automation that will serve them for months to come. Their developers can focus on innovation instead of repetitive operational work, and their customers get the seamless experience they expect.

Greenagonia may be fictional, but these results aren’t. Learn more about PagerDuty’s AI offering to propel your teams into an era of AI-powered innovation—or see it for yourself here.