AI Incident Triage Acceleration
Published 8/20/2025
Summary: Reduced MTTR via automated enrichment & intelligent routing.
Baseline
Mean Time To Recovery (MTTR) averaged 94 minutes with inconsistent incident enrichment and manual routing decisions.
Intervention
- Implemented retrieval-augmented enrichment (topology, ownership, recent deploy context)
- Added severity prediction & probabilistic service impact tagging
- Introduced incident command prompt templates & resolution snippet catalog
- Established weekly drift & false positive triage review
Outcome Metrics
| Metric | Result | Description |
|---|---|---|
| MTTR Reduction | 38% | 94 → 58 minutes median over rolling 30 days |
| First Responder Identification | +27% | Ownership accuracy uplift through enriched context packet |
| Manual Routing Steps Removed | -42% | Lower cognitive load & faster classification |
| Resolution Playbook Reuse | 65% | Portion of incidents resolved using standardized snippets |
Lessons & Reuse Patterns
- Context packet consistency more valuable than marginal model quality gains
- Human override logging critical for prompt iteration feedback
- Early false positive pruning avoids stakeholder fatigue