PagerDuty launches Paige AI agent & PD Labs in ANZ

PagerDuty has launched Paige, an SRE agent, alongside its PD Reliability Platform. It has also opened PD Labs, an AI innovation centre for customers in Australia and New Zealand.

The products target organisations dealing with software failures linked to AI systems, including model drift, governance breaches, exposure of personally identifiable information and hallucinations. Paige is designed to help operations, engineering and DevOps teams detect, investigate and remediate incidents, either with human approval or autonomously in lower-risk situations.

The PD Reliability Platform combines signal intelligence, incident management and automation in a single system. It is designed to work inside Slack and Microsoft Teams, allowing incident responders to acknowledge alerts, collaborate on fixes and generate post-incident reviews without switching tools.

The launch reflects a shift in how software is built and maintained, with more code written, tested and released using AI systems. PagerDuty argues that this is creating new operational risks for businesses that depend on digital services remaining available.

Research cited by PagerDuty found that 95% of executives see reducing incidents as a competitive advantage, while 77% plan to increase resilience spending over the next 12 months. In Australia, the company said consumers lost 73 million hours and AUD $5.3 billion to service disruptions last year, and 72% would stop using a business after a single poor experience.

Paige is central to the launch. PagerDuty describes it as a site reliability engineering agent that can coordinate investigation and response across systems, while building a shared memory from resolved incidents to guide future action.

For customers using the PD Reliability Platform, a new console gives incident commanders and managers a single view of active incidents, on-call schedules and enabled AI agents. This allows teams to see what automated systems are doing and act on recommendations from the same screen.

Customer access

PD Labs is intended to give customers direct access to experimental tools and engineering teams. Organisations in the region will be able to test early-stage products against their own operational challenges and provide feedback as those products develop.

PagerDuty is positioning the centre as a way to respond more quickly to changes in AI-related reliability issues. Rather than relying only on longer product cycles, it wants customers to trial emerging tools in practical operating environments.

John DiLullo, Chief Executive Officer at PagerDuty, said the growth of AI-generated software is changing the nature of operational risk. "A tsunami of fragile AI-generated code is now entering production and SRE teams are stretched to the max. This new code breaks differently and more often and practitioners find it increasingly difficult to determine the root cause when a problem does arise. The only way to maintain resilience in the face of this complexity is to fight fire with fire, using AI itself as part of how we keep systems running. The PagerDuty SRE Agent, Paige, was built for exactly this world," DiLullo said.

David Williams, Senior Vice President of Product at PagerDuty, linked the launch to customer demand for more help during incidents. "AI is changing how software is built and how it breaks, and our Fall 2026 innovations, shaped directly by our customers, are designed for what's next. With AI-assisted detection, triage and incident resolution, our new solutions give customers an agentic AI partner in critical moments, guiding them through every incident, turning learnings into strategic insights, and driving continuous improvement," Williams said.

Partner response

Partners and customers pointed to the operational gains they expect from the new tools. Ryan Crosby, Vice President of Intelligent Operations Sales at AHEAD, said the additions extend existing work between the two companies in incident response and IT service management.

"Since 2019, AHEAD and PagerDuty have helped customers connect signals, incident response, and ITSM workflows to improve how operations teams respond and learn. The PD Reliability Platform and Paige build on that foundation by bringing AI-native assistance into the platform where teams already manage critical work. For our joint customers, that means a clearer path to reducing operational friction, accelerating response, and shifting more attention toward prevention and resilience," Crosby said.

Slack also highlighted the role of collaboration platforms in incident response. "As AI agents take on more of the operational workload, the tools people use to coordinate around them matter more. Slack is where incident response already happens for thousands of joint PagerDuty and Slack customers. Bringing Paige and the PD Reliability Platform to Slack means responders have speed and visibility, which is critical as agentic and human teams operate side-by-side in the same channel," said Steve Miller, Director of Business Development at Slack.

TELUS provided an example of how PagerDuty tools are already being used in incident workflows. "PD Reliability Platform gives us the building blocks to optimize incident management across the company. We integrated it into our centralized internal tool, and PagerDuty's Scribe Agent runs through every incident, feeding situational awareness back into the platform. Our responders don't have to stop and document what is happening, and our teams get context immediately, right where they collaborate. That's how PagerDuty is helping us drive reliability across the incident lifecycle," said Kulvir Gahunia, Director of the Site Reliability Office at TELUS.

Industry researcher IDC said IT teams want practical returns from AI spending, including higher uptime and lower operating costs. "IT teams are looking for value from their AI agent investments, including measurable outcomes such as improved uptime, lower cost of operations, and time returned to responders who would otherwise be chasing logs and assembling the right people for an incident. Increasingly, organizations also aim to prevent incidents, as well as quickly recover and learn from the ones that do occur," said Snow Tempest, Research Manager for IT Service Management at IDC.