Case Study: incident.io captures incident call context in real time with Recall.ai

incident.io transcribes tens of thousands of incident call hours with Recall.ai

Incident.io, an incident management platform, helps engineering teams coordinate responses when problems occur. The company's challenge was capturing the full context of an incident, as important conversations happening on calls using platforms like Google Meet and Zoom were lost without manual note-taking. Building integrations for every meeting provider was not feasible, so incident.io turned to Recall.ai for a solution.

By using Recall.ai, incident.io built Scribe, an automated note-taker that transcribes incident calls in real time through a single integration. This solution gave customers a complete incident record, replaced manual documentation, and freed senior engineers to focus on resolving issues. The results were significant, with Scribe becoming one of incident.io's fastest-adopted features; roughly 60% of relevant customers enabled it within months, and tens of thousands of hours of call transcription saved precious engineering time, demonstrating a meaningful business impact for Recall.ai.

Incident.io