AI for planned maintenance communications

A technical description does not say what the customer will see

The planned work covers the report export component. The approved description says export will be unavailable, while viewing saved reports will still work. The description also names components customers do not know. The service team has to pass both points to the customers who use export, with no internal infrastructure in the text.

The agent links the description of the work with the agreed map of customer services and prepares a draft for the right group: export unavailable, reports available to view. If the plan does not say what happens to an export started before the outage, the agent asks the owner of the work. When the plan changes, the service team sees which notices need updating, because every text is linked to the approved description of the impact.

What it costs and when it pays back

The count covers the work around a case: searching, reading, writing and passing things on. What remains is the time to check the output, 30% of today's work in the scenario. Before the quote we measure both times on 20 to 100 cases the team has already handled, in a €0 test that takes 5 working days.

The scenario assumes 20 outages a month at 2 hours of the service team's work each: reading the description, working out the customer groups, writing and corrections. According to a study in Science (2023), ChatGPT cut the time of writing tasks by 40% (Science), and here the gain depends on the service map.

Use the notification channel you already have

Statuspage describes notification subscriptions and the choice of components that a recipient wants to hear about, so your channel may already cover part of the need. If the scope of work is fixed, an approved template and a list of services are enough. An agent is worth considering when every time someone has to read a different technical description, work out what it means for the customer and prepare answers to questions. AI in customer service describes the wider work of support staff.

Where to start

The first project covers one type of work and the current publication channel. On completed work we compare the draft with the notice approved by the engineer and the service team. We build this as part of AI agents. For the free process review, a description of one case from recent weeks and the tools it ran through is enough. You do not need to send confidential documents, and you get a written plan within 2 working days.