How I Replaced Hours of Manual Bug Triage with an AI Agent, and What It Taught Me About Trust in LLM

I spent every Monday morning of 2023 doing bug triage. Forty to sixty new issues piled up in our Jira queue over the weekend from QA runs, customer-support escalations, and the bug-bash channel in Slack where engineers dropped things they couldn’t classify. The triage was unglamorous: read the title, skim the steps to reproduce, decide which team owned it, set the severity, route. Three hours, every Monday, give or take a coffee break.

In late 2023 I built a Slack bot that did most of that for me. It wasn’t ambitious. It read incoming Jira tickets, classified them, suggested an owning team and severity, and posted to a triage channel where I’d thumbs-up or correct it. Within a month it was right about 78% of the time. Within three months I trusted it enough to let it auto-route the ones it was sure about.

Then it got something badly wrong,...

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