HiveWatch has introduced a new AI-powered call handling capability for security operations centers while naming Dinesh Coca as general manager and senior vice president of product and engineering.

The company said Coca will help lead product development as HiveWatch expands its platform with AI-driven communication, configurable workflows, program recommendations and additional integrations. HiveWatch plans to showcase the updates at GSX 2026, Sept. 14-16 in Atlanta.

Coca brings more than 20 years of technology experience, beginning as a software engineer before moving into product and leadership roles. He spent nearly a decade at Medallia, later worked at BigPanda and most recently built a new SaaS product line at Motive that reached 500 customers in 18 months, according to HiveWatch.

“HiveWatch stood out because the problem is so clear,” Coca said. “Security teams already feel the pain of working across a dozen systems just to understand and respond to one incident. There’s a huge opportunity to make that experience dramatically simpler.”

Coca said his focus will include listening to customers and helping security leaders better understand the value delivered by the company’s products.

“My focus is going to be listening closely to customers and making sure we’re building products they want to use, while also giving security leaders a clearer view into the value those products are delivering,” he said.

AI Operator communicate targets routine SOC calls

Among the new capabilities is AI Operator Communicate, which is designed to answer and route incoming calls to security operations centers.

HiveWatch said SOCs can receive hundreds or thousands of calls, many involving non-emergency issues such as broken windows, water leaks or other facility problems that still need to be documented and routed.

The new capability can answer an incoming call, determine the nature of the issue and guide the caller through a decision tree based on an organization’s security protocols and standard operating procedures. HiveWatch said the system supports more than 40 languages.

If the call involves an emergency, the platform escalates it and brings a human operator into the process. For non-emergency calls, the system documents the issue and routes it without requiring an operator to handle the initial interaction.

Each interaction generates a transcript and audit trail within HiveWatch documenting what occurred, what was said and how the call was handled.

“There’s been plenty of conversation about using AI to replace people. That’s not how we think about it,” said Ryan Schonfeld, co-founder and CEO of HiveWatch. “The operator is still at the center of the experience. We’re using AI to clear away the boring, repetitive work around them, so they can spend more time on the situations where human judgment actually matters.”

HiveWatch said the call-in capability is initially being rolled out in beta with a major U.S. telecommunications company that manages more than 1,000 inbound calls per month.

Additional workflow updates

HiveWatch also announced several updates intended to reduce manual work for security operators.

Program recommendations are designed to identify recurring issues such as hardware problems, faulty alarm configuration rules or risky employee behavior patterns. Teams can track each recommendation through completion. HiveWatch said one beta customer reduced false incident volume by approximately 95% based on GSOC OS recommendations.

Configurable workflows allow organizations to turn SOPs into step-by-step instructions within the platform. HiveWatch said the workflows are designed to guide incident response while automatically documenting the process.

The company has also added email alert ingestion for older systems that do not have a usable API. Systems capable of sending email alerts can feed those alerts into the same HiveWatch operator workflow.

HiveWatch will demonstrate the new capabilities and integrations at booth #4459 during GSX 2026 in Atlanta.