Aurelian - Issues with AI Agent Hearing Callers – Incident details

All systems operational

Issues with AI Agent Hearing Callers

Resolved
Partial outage
Started 6 months agoLasted 30 minutes

Affected

AI Agent

Partial outage from 5:16 PM to 5:46 PM

Updates
  • Update
    Update
    This incident has been resolved.
  • Resolved
    Resolved

    Summary:

    From 10:16 PST to 10:46 PST, a subset of calls experienced an issue where Aurelian's AI could not properly "hear" the caller. Our internal systems alerted us to this issue around 10:28 PST and we were able to quickly identify the misbehaving service and recover it. We observed the system fully recover by 10:46 PST.

    As follow up, Aurelian will review our failover mechanisms to automatically recover from similar events, and will implement failsafes to better detect and transfer callers that this occurs to.

  • Investigating
    Investigating
    We are currently investigating this incident.