PagerDuty at AWS re:Invent

PagerDuty Chief Executive Officer and Chairperson, Jennifer Tejada, joined AWS CEO Matt Garman on stage during his keynote at re:Invent to announce a new collaboration. The two companies are bringing the power of generative AI to digital operations. Tejada explained that, “Incident management and operations more broadly are time sensitive, unstructured, and mission critical. Making them fertile ground for AI and automation.”

The big news: customers can use PagerDuty Advance, its generative AI assistant, and Amazon Q, the most capable genAI-powered assistant for leveraging internal data, together. Utilizing a single user interface via Amazon Q Business reduces the need for customers to shuffle between third-party applications to retrieve critical incident data. PagerDuty estimates that customers using both PagerDuty Advance and Amazon Q could save hundreds of thousands of dollars per incident.

PagerDuty customers can also use PagerDuty Advance for Slack and Microsoft Teams, which delivers AI-powered incident context support through chat. Tejada revealed that these capabilities are built using Amazon Bedrock, a fully managed service on AWS offering customers a broad set of capabilities to easily build, deploy, and scale genAI applications. To ensure query responses are accurate, non-fraudulent, and inoffensive, PagerDuty also uses Amazon Bedrock Guardrails, which offers protection against hallucinations and helps block undesired topics and harmful content.

This announcement comes at a critical time as PagerDuty research has shown that major service and operational disruptions have increased by 43% during the past year. All industries are facing the need to find a reliable way to respond, recover, and learn from incidents to protect their customer loyalty, reputation—even their right to do business.

While today’s challenges may be unprecedented, they are not new. In fact, it was the desire to improve incident response that empowered three Amazon software engineers to create PagerDuty over 15 years ago. The AWS partnership followed just a few years later, in 2013. Tejada shared that, “Building PagerDuty on AWS—and partnering with them to co-innovate—was one of the best business decisions we've made.”

Today, PagerDuty serves nearly 70% of Fortune 100 companies, and nearly 6,000 PagerDuty customers are also AWS customers. The longstanding partnership between the two organizations appears stronger than ever as Tejada explained, “Together, we’re paving the way for a more secure, resilient, and bright future.”