Use case: incidents

Every incident is classified automatically, assigned to the right team, monitored with SLA and resolved faster, with human approvals where needed.

Operational blueprint · illustrative scenario, not a customer story

  • Every step with its trace
  • Sensitive data protected before any AI
  • A human gate where it matters

How it works

Triage tree: every incident is classified by severity and routed to the right team with SLA.

Incidencia entrante
#INC-2419
Clasificador IA
triaje automatico
Critica
Guardia 24/7
Inmediato
Alta
L2 Support
SLA 2h
Media
L1 Support
SLA 8h
Baja
Auto-resolver
Auto

Manual incidents create operational chaos

Teams receiving incidents via email, chat, phone and forms without a unified management system.

Incidents without classification or priority

They arrive through multiple channels and nobody knows which is urgent, which is critical and which can wait. Everything is treated equally or worse, by order of arrival.

Slow and uncoordinated assignment

Someone has to read the incident, decide which team it belongs to and forward it manually. Hours or days lost at each step.

No SLA control or escalation

There is no way to know if an incident has been taking too long to resolve. SLAs are breached without anyone knowing until the client complains.

Automatic classification, assignment and SLA

BiVelio receives incidents from any channel, classifies them with AI, assigns an owner and monitors SLA with automatic escalation.

Automatic classification with AI

AI analyzes the incident and assigns type, severity, department and priority. No complex forms or manual rules.

Intelligent assignment

Each incident is automatically routed to the right team or person based on type, workload and availability.

SLA and automatic escalation

SLAs are defined by type and impact. If resolution time approaches the limit, the system escalates automatically with full context.

Automated flow

From reported incident to controlled resolution in 5 steps

1

Incident received

Arrives via email, WhatsApp, web form or API. BiVelio captures and registers it automatically.

2

AI classifies and prioritizes

The agent identifies incident type, severity, affected client and responsible department.

3

Automatic assignment

Assigned to the right team or person based on rules, workload and specialty.

4

SLA activated

Maximum response and resolution times are set. The system monitors and alerts if the limit is approaching.

5

Resolution and closure

The team resolves with full context. On closure, the client receives an automatic notification with a summary.

Example impact with automated incident management

Illustrative estimates of the impact of managing incidents with BiVelio.

-60% resolution time

Automatic classification and assignment eliminates dead time between report and action. The team starts resolving immediately.

100% incidents with SLA

Every incident has maximum response and resolution times. The system alerts and escalates before a breach.

Full traceability

Every incident is recorded with action history, times, owners and communications. Ready for audit.

Zero lost incidents

Regardless of the entry channel. Every incident is registered, classified and assigned automatically. Nothing gets lost.

Related cases

More automations you can see in action

Automate your company's incident management

Early access by invitation. Set up your first incident workflow in a two-week pilot.

No commitment. Early access by invitation.

Part of BiVelio's governed autonomous operations layer
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