EXEC SUMMARY:
CHALLENGE:
To improve incident resolution speed and ensure consistent business operations, Rootly’s AI-powered incident management platform needed a notetaking bot that seamlessly integrates meeting data from video apps into a shared response record.
SOLUTION:
Instead of sinking months of engineering work into a homegrown solution, Rootly partnered with Recall.ai to rapidly process and analyze call transcriptions across meeting apps at scale.
RESULTS:
Implementing the Recall.ai API allowed Rootly to launch its core product functions in just two days, freeing up developers to focus on features that empower companies to modernize their incident response and assure business continuity.
Rootly transforms incident response and management, saving months of engineering time with Recall.ai
It’s 3AM. You’re awoken by a panicked account manager calling to report that your customer portal is down. As clients on the east coast bombard you with complaints, you need to connect with your engineering team, triage the cause of the incident, and find a solution with no time to spare. Otherwise, this could be the end of your company.
With fast-moving timelines and zero margin for error, disruptions like this are an ever-present concern for technology companies. But every incident is also an opportunity. The organizations that can rapidly and effectively respond to such incidents will win their customers’ lasting loyalty and survive where slower companies would struggle. This was the inspiration behind Rootly.
“One of the most important things during incidents is your ability to collaborate on it. Can you imagine paying an L6 engineer in the Bay area to sit on a call at 4AM to take notes and to figure out what is and isn't important that's being said? It seems ridiculous, but that is the reality for the majority of this industry as a whole,” said JJ Tang, CEO and Co-Founder at Rootly. “We built an AI-powered call incident management platform to modernize incident response.”
Challenge: Improve real-time collaboration during incidents by unifying call data across platforms
Efficient and speedy collaboration is at the heart of Rootly’s platform. But because business disruptions happen at unexpected times, it is vital that Rootly customers can rapidly get up to speed on a fast-moving situation by learning and analyzing key details. This isn’t always easy.
“Collaboration during incidents most commonly occurs through a video call. When things are wrong, when your website is broken, it’s 3AM, everyone is panicking, people tend to jump on a call and try to figure out what is going on,” Tang said. “And often it’s someone’s full time job to take notes to figure out the important bits to build an accurate postmortem and timeline.”
Serving as a real time notetaker is not an ideal use of time for senior engineers—especially during an emergency. However, it’s also crucial for team members to rapidly get up to speed on a changing situation, which becomes more difficult during tight timeframes.
“Imagine you join an hour late, and you have no idea what's going on. You probably don't want to stop 40 people from working on the incident to say, ‘Guys, I just arrived, please give me the latest update,’” Tang said. “So we've effectively built a bot that joins together your calls on any platform, whether that is Teams, Zoom, or Webex, and it serves as a scribe that we run our own AI features on top of.”
To build this bot, Rootly needed an API with the flexibility to analyze call data from the leading video apps and unify this data inside the Rootly platform. It found its solution in Recall.ai.
Solution: Speed product development through an easy-to-use API
Analyzing how long it would take their team to build this meeting bot in-house, Rootly decided instead to partner with Recall.ai. Using Recall.ai’s API not only helped Rootly’s engineers prioritize building their AI capabilities to empower customers during an incident, but also saved substantial development time.
“Rootly knew exactly what they wanted: A reliable way to pull call data from multiple meeting platforms without spending months of engineering time,” said Recall.ai co-founder and COO Amanda Zhu. “With Recall.ai, they were able to integrate within days instead of spending quarters building a homegrown solution.”
“We fell in love with the Recall.ai product. It made it easy. We've been adding features on top,” Tang said.
Saving engineering time
The primary benefit of the Recall.ai API was speeding Rootly’s product development by automatically pulling customer meeting data into Rootly’s platform without extensive software engineering work.
“In terms of hours saved, this would have taken us many months to build on our own, but we had two engineers effectively stand up the core functions of our product within two days of gaining access to the Recall.ai API,” said Tang.
Empowering emergency response efficiency
With Recall.ai simplifying how Rootly integrates call data across meeting platforms, they can focus their engineers on building AI capabilities that enhance the customer experience.
“One of the most popular features we have is the ability to catch up to speed. So you can just @rootly inside Slack, and say, ‘What is going on? What did Amanda try?’” Tang said. “All of those questions can be answered with a combination of the context occurring in the call, but also inside of your Slack or Teams conversations.”
Growing a supportive partnership
To further remove stress from Rootly’s engineers, Recall.ai’s team has provided responsive support for any integration or usability questions. This has helped cement a strong partnership where Recall.ai can facilitate Rootly’s growth by scaling with their business.
“We've been growing with Recall.ai’s product. The team has been great to engage from a support perspective, which we've needed very little, luckily,” Tang said.
“Building a seamless incident management platform requires fast, reliable access to meeting data, and we’re excited to support Rootly as they scale,” said Zhu. “Their team moves fast, and we make sure they never have to worry about integrations slowing them down.”
Results: Modern incident response management powered by AI
By relying on the Recall.ai API, Rootly has prioritized the AI-driven features that helped them become a leading call incident management platform across the planet.
“Instead of dealing with Webex or Teams integrations, we get to focus on what truly matters to us -- helping hundreds of companies all over the world, including Clay, Riplet, Figma, LinkedIn, NVIDIA and Dropbox, modernize their incident response,” said Tang.
Now when Rootly customers face a midnight emergency, they have the confidence that their incident management platform can automatically analyze live communications—catching their engineers up immediately so they’re ready to resolve the problem without delay. “At the end of the day, our goal is to take something painful and time-consuming like integrating and processing conversation data and make it completely effortless,” said Zhu. “Rootly’s customers rely on their AI-powered incident response, and we’re proud to be part of what makes that possible.”
