AI on the desk, with SLA clocks it cannot move
Can AI speed up support without breaking my SLAs?
SLA deadlines are frozen at ticket creation and a policy edit never moves a live clock. That is deliberate and the AI does not get an exception — it can draft, summarise and suggest, but it cannot alter a running SLA.
Every figure in a LekhaPro answer is computed before any model sees it. A router picks the deterministic engines the question needs, those engines read your posted books and return a structured snapshot, and only then is the language model given that snapshot and told to write the reply. Switch the model off and an on-device narrator writes the same answer from the same numbers.
What it does well is the volume work: summarising a long thread, drafting a reply from your canned responses, and telling an agent which of their tickets is closest to breach.
Who does what
| Step | Who does it | Can the model change it? |
|---|---|---|
| Read the posted ledger | Deterministic engine | No |
| Compute the figure | Deterministic engine | No |
| Choose which engines to run | Router | No |
| Write the sentence | Language model | Wording only |
| Propose an action | Named, validated tool | Drafts it; you approve |
| Write to your data | Existing audited mutation | Never unattended |
What it does here
- Summarises long ticket threads into the current state
- Drafts replies grounded in your own canned responses
- Ranks a queue by time-to-breach on the frozen clock
The boundary
- AI cannot pause, extend or recalculate an SLA clock.
- No automated ticket resolution without an agent approving the action.
Questions
Can AI speed up support without breaking my SLAs?
SLA deadlines are frozen at ticket creation and a policy edit never moves a live clock. That is deliberate and the AI does not get an exception — it can draft, summarise and suggest, but it cannot alter a running SLA.
Does the AI ever calculate the numbers itself?
No. A deterministic engine computes every figure from your posted books and hands the model a structured snapshot; the model writes prose about it. Turn the model off and an on-device narrator produces the same answer from the same numbers — which is the test worth applying to any AI accounting claim.
Can it change my data?
Only through named tools bound to existing audited mutations, argument-validated before they run, and every tool that writes carries an approval requirement. Nothing bypasses the permissions your user account already has, and every write is logged like any other.