From the source
xAI has added two AI teammates to Grok Bot that watch the support queue for incident signals and clear the resulting ticket backlog in an approved batch.
- Customers often report the same problem before engineering alerts fire, and those reports keep arriving while the incident unfolds, leaving support to track hundreds or thousands of waiting customers.
- IncidentWatch reviews the previous 15 minutes of tickets every five minutes for spikes around the same problem, and alerts the on-call support engineer with the apparent issue, the number of matching tickets and examples to investigate.
- A support engineer decides whether the reports point to an incident, and IncidentWatch holds tickets that clearly match while the team investigates.
- Once the incident is resolved, IncidentSweep finds the matching tickets, sets aside any it cannot confidently connect to the incident, and shows the engineer the proposed batch and exact message before approval.
- During one incident on September 18, IncidentSweep cleared 204 tickets in about 10 minutes with a support engineer reviewing and approving the batch, where replying one by one would have taken hours.
- IncidentSweep sends in small batches, records each action, never adds tickets after approval, and stops and reports if anything fails.
