Real-World Delivery
RCA Agent
A Glean agent that drafts partner-specific root cause analyses from the incident record, so an RCA takes about 10 minutes instead of an hour or two.
From 1 to 2 hours down to about 10 minutes per RCA, review included
- Role
- Technical program manager
- Context
- Travel technology platform
- Year
- 2025–26
[ Problem ]
My team started out supporting 2 strategic partners and grew to 10+. Every critical incident needed a partner-facing RCA and impact statement, and Commercial had to approve each one before it went out. The requests piled up faster than we could write them.
[ Approach ]
- Built a custom Glean agent that pulls from the incident record, the Slack war room, and the post-mortem doc to draft an RCA tailored to the affected partner.
- Set the requirements myself: the timeline has to match the incident record, the impact has to stay limited to the partner in question, and a draft can't need more than 5 minutes of human editing.
- Kept a person in the loop. Every draft got reviewed before it went to Commercial for approval.
[ Outcome ]
- An RCA went from 1 to 2 hours of writing to about 10 minutes, review included.
- Partners got their impact statements faster.
- Every teammate who used it gave positive feedback.
[ Tools & skills ]
AI AgentsGleanRoot Cause AnalysisIncident ManagementRequirements DefinitionPartner CommunicationSlackJiraConfluence