Case study: production voice AI inside a major U.S. health system
A HIPAA-cleared voice AI answers the internal IT help desk for a major U.S. health system (name withheld under NDA), taking calls from clinical and operations staff, triaging, and auto-creating Jira Service Management tickets. Security-reviewed via Censinet RiskOps. Built and run by Solid Giant, live in production today.
Results, May to August 2026
- 13,950 calls answered on the first ring.
- 1,152 Jira tickets auto-created before a human ever picked up.
- 54-second average AI triage per call, 211 hours of AI call time.
- 2,524 hours routed to a human with the caller, problem, and ticket already attached (13:33 average escalated leg).
- 82% escalation by design. Triage, not deflection: the number most vendors hide.
- Volume grew about 50% over three weeks in the same period while triage time went down.
Production discipline behind it: prompt and model version control, eval suites, monitoring, fallback rules, incident response, SLA reporting. That's the AI Reliability standard. Start with the diagnostic.