Director is an autonomous AI agent that works like a manager inside your support operation: it resolves problems before a ticket is ever opened, and catches out-of-scope work and unbilled revenue before a record is closed.
| Ticket | Subject | Type | Decision | Conf. | Status |
|---|---|---|---|---|---|
| #4712 | Invoice rate differs from the contract rate | Product bug | — | 0.94 | clean |
| #4708 | Year-end closing entries were regenerated | Consulting | billing leak | 0.91 | awaiting reply |
| #4703 | Authorisation matrix was reconfigured | Consulting | should be billed | 0.88 | escalated |
| #4691 | “Resolved following a phone call” | Unclear | clarification asked | 0.72 | awaiting reply |
| #4684 | Stock cost variance report returns wrong figures | Product bug | — | 0.96 | clean |
| #4679 | Integration service was reconfigured | Consulting | should be billed | 0.95 | approved |
Measured in the reference deployment.
What inflates your support cost is not the problems you solve: it is the same question asked for the hundredth time, consulting delivered outside contract scope and never charged for, and the lost hours behind every record closed with a “fixed” note.
Director follows every ticket from intake to closure — it resolves the ones with a known answer before they reach your team, flags out-of-scope work before closing, and tracks unbilled effort all the way to accounting.
No new support system to deploy.
No change to how your team works.
No one chasing reports at month end.
Director is not a chatbot, and it is not another support portal. It sits inside your existing support system, learns from your past records and steps in at three moments: while the ticket is being written, while the consultant works, and when the record is closed.
As the customer types the problem, Director searches your expert-approved solutions and offers ranked answers before a record is created. If one works, no ticket is opened; if none does, the customer continues with a single click. In the reference deployment 8–9 tickets a day close at this step — without ever reaching the team. Every suggestion carries an “AI can be wrong” warning.
When a ticket really is opened, Director prepares an internal note the customer never sees: a summary of the problem, similar past records with their numbers, the likely root cause and a first reply draft ready to send. Research drops from minutes to seconds, and first-response quality stops depending on who picks it up.
A structured intake that starts with a category: environment, version, error code, reproduction steps, business impact. Your consultant does not lose a day asking “which screen was it on?” The category tree is not fixed either — uncovered tickets are analysed every month and new category suggestions go to a manager for approval. The system finds its own blind spots.
| Which environment? | PROD (live) |
| Version | 2026 R2 |
| Can it be reproduced? | Yes — every time |
| Business impact? | Critical — work stopped |
| Reproduction steps | Manual supplier invoice → currency rate field |
In support operations revenue is not lost in big decisions but in small, quiet moments: out-of-scope work closed as support, a record that reads “fixed over the phone”, an hour that never reaches accounting. Director stops at exactly these three points.
Contract status is checked automatically at intake. A customer without a contract proceeds knowing the work will be charged as consulting; a customer blocked for payment cannot open a record at all and is routed to the right contact. Out-of-scope customers are not offered free solutions either. The consent text is stamped into the record — so at billing time the “I didn’t know” objection disappears.
“Resolved following a phone call” is not a solution record. Director reads every closure request; if the explanation is unclear, or the work smells like consulting, it goes back to the person closing the record and asks them to make it explicit. If no answer comes, it escalates to their manager and then one level up. Managers always hold a by-pass right — the final call stays with a human, but now it is on the record, with its reason.
Work marked “consulting” on the support side is still not invoiced if the consultant never filed a time entry. Director compares the two systems: for every paid record closed it looks for the matching day and person in your ERP or time-tracking system, and where it finds no evidence it flags “not entered” and writes the reason. The leak becomes visible without waiting for month end.
| Ticket | Customer / subject | Status | Assessment |
|---|---|---|---|
| #4703 | Northline Metals · Authorisation matrix | not entered | No paid entry found for the relevant day and person. |
| #4688 | Harbour Logistics · Integration redesign | not entered | Entries exist on other projects; none of them mention this customer. |
| #4671 | Vale Foods · Year-end closing | 7 entries | Matching paid time entry verified. |
| #4655 | Westbrook Textiles · Report customisation | not entered | Closed as “consulting”; no counterpart on the accounting side. |
Business teams see measurable gains from day one. Security, legal and IT teams get the transparency, controls and audit trail they need in order to sign off.
Without writing a single line of code, from day one. Example use cases:
Your infrastructure. Your model. Your data.