EpiPilot is an advanced platform designed to automate the management of events in real-time. Through its web configuration portal and REST API, EpiPilot offers an integrated solution that streamlines event notification, tracking, and resolution, ensuring operational efficiency and business continuity.
Through EpiPilot’s web portal, users can configure resources, escalation groups, SLAs, and applications, adapting the platform to the specific needs of their organization. This configuration defines how events (such as alerts) should be managed, specifying the escalation process and which resources should be notified.
EpiPilot integrates seamlessly with your organization’s existing systems via its REST API, allowing event detection solutions, ticketing services, and other applications to transmit event information directly to the EpiPilot engine. This automated process ensures that each event is managed according to the pre-defined rules.
When an event is detected, EpiPilot automatically initiates the escalation process based on the previously defined configuration. The communication component of EpiPilot contacts the assigned resource via a phone call. If contact is not made, the process automatically continues with the next resource according to the established priorities. Additionally, notifications are sent via email, SMS, and voice messages to ensure the event is managed without delay.
EpiPilot continuously monitors the progress of the event, ensuring each step of the escalation process is completed on time and accurately. Assigned resources receive constant updates and can track the progress of the event through the mentioned channels.
EpiPilot generates daily progress reports that are automatically sent to supervisors, providing full visibility into the status and resolution of each event. Additionally, the entire event management process is documented, making it easier to review and validate the agreed-upon SLAs and any service metrics for operational analysis and improvements.
Resources can interact with the bot (Operator) to inform it about their management of the event. Every interaction is automatically recorded. Once the support is completed, the resource can leave a voice message with the event resolution, which is recorded, transcribed, and live-notified to supervisors, and stored in the EpiPilot repository for future reference.
EpiPilot allows interaction in both English and Spanish and provides local support through phone lines in multiple countries, including the United States, Puerto Rico, Mexico, Canada, Costa Rica, Chile, Colombia, Argentina, Dominican Republic and more. This ensures organizations can effectively manage events regardless of where their resources are located.
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