By Jessica Weber & Chris Welkenstein
Reading Time: About 6 minutes
Our Customer Care team at CenturyLink Cloud® is unconventional in many ways; one way is their use of internally-built automation that make their tasks simpler and more productive. They've got a whole list of scripts, tools, apps, and bots that they have developed to aid in their efficiency. The team has created these tools so that they can spend more time helping customers instead of performing repetitious tasks; their continuous improvement process helps them increase their pace and decrease their customer's time to resolution. One of these many tools is Skynet, a Slack bot and tool developed to orchestrate and handle the urgent incident requests received by the team.
So, what classifies as an urgent incident? The accepted definition at CenturyLink Cloud is any incident that affects two or more customers or an entire product or service. These incidents are considered urgent because they have the capacity to affect a large amount of functionality for customers. The incidents take top priority with the Customer Care team responding throughout the incident to keep customers informed of the working status in a timely manner.
The Skynet bot was designed to officially announce and prepare these incidents by automating all...