See the SLA breach 24 hours before it costs you
Celthrac's agentic AI reads your service queue in context — sentiment, parts inventory, route congestion — and reallocates field resources before a breach becomes a penalty.
See the SLA breach 24 hours before it costs you
Celthrac's agentic AI reads your service queue in context — sentiment, parts inventory, route congestion — and reallocates field resources before a breach becomes a penalty.
What it costs today
Incoming service escalations are prioritized on fixed rules that ignore real-world resource reality. A "standard priority" ticket can quietly become a contractual breach because no one cross-referenced critical spare-parts inventory or technician routing in time. The penalties are predictable in hindsight — and entirely avoidable.
Why rule-based fails
Static routing rules treat every ticket the same and react only when a timer expires. They have no view of forward risk: they can't weigh sentiment, can't query material availability, and can't forecast which open tickets are actually on a collision course with their deadline.
What the agent does
Our agent monitors the Dynamics 365 incident queue continuously. It reads incoming text sentiment and engineering logs, maps each ticket's dependencies against Oracle Fusion material-management data, and forecasts likely SLA breaches 12–24 hours in advance. It then restructures technician dispatch — reallocating capacity toward the cases with the highest financial exposure, not just the oldest timestamp.
Reasoning, memory and action — not another rule.
Predictive, not reactive.Risk is identified from context hours ahead, not flagged after a timer trips.
Cross-system awareness.Inventory and routing constraints shape priority in real time.
Exposure-weighted dispatch.Resources flow to where a breach hurts most financially.
What this pattern returns.
Avoided SLA penalties go straight to the bottom line, and the customers most likely to churn after a missed commitment get protected first. You convert a recurring, unbudgeted cost into a managed, declining one — while improving the service experience that drives renewals.
We don't sell you a faster ticket-router. We engineer a forecasting agent that reasons across CRM and ERP signals, deployed on a governed runtime so dispatch changes are auditable. AI-First means the integration layer anticipates the breach — your team simply acts on its recommendation.
One of 15 agentic AI use cases for CRM, ERP & billing.
Every one converts a recurring source of manual labour, revenue leakage or compliance risk into a governed, autonomous workflow.
From this patternto your platform.
Same approach. Same governance. Your stack next — bring the constraints, leave with the path.