Case Studies
Runtime governance outcomes — quantified.
Examples below are anonymized. Metrics are normalized from scoped engagement windows and shared as directional outcomes, not guarantees.
What we measure
- • Task success rate (pass/fail on representative eval sets)
- • Policy violations (critical errors by category)
- • Escalation rate (human interventions over time)
- • Cost per successful task (tokens + tools + human time)
- • Time-to-resolution (handle time / cycle time)
Reduced policy violations in a live support agent
Problem: Frequent policy breaches and inconsistent escalations in production.
- • Built a failure-mode taxonomy and rubric
- • Added QA gates and escalation triggers
- • Implemented governance evidence capture
Baseline (14 days): 38 policy violations per 1,000 sessions.
Post (28 days): 21 policy violations per 1,000 sessions.
Measurement method: Weekly evaluation set (n=600 conversations) cross-checked against production incident logs.
Scope: 3 support workflows, 11 intents, chat channel only.
Improved resolution quality for order inquiries
Problem: High variance in answers and repeated human handoffs.
- • Baseline KPIs across top intents
- • Hardened responses with deferral rules
- • Created a tuning backlog tied to KPIs
Baseline (14 days): 62% successful resolution across top 12 order intents.
Post (28 days): 79% successful resolution on the same intent set.
Measurement method: Intent-level pass/fail rubric with blinded reviewer QA sample (n=480 sessions).
Scope: Chat and email assistant workflows for order status, returns, and exchanges.
Governance-ready controls for launch approval
Problem: Risk team required evidence of controls before production launch.
- • Mapped risks to controls
- • Documented eval methodology and audit trail
- • Defined escalation policies with SLA
Baseline (pre-engagement): 61% control coverage against launch checklist; sign-off cycle averaged 21 days.
Post (3 weeks): 96% control coverage; sign-off cycle reduced to 6 days.
Measurement method: Compliance gap-map scoring against agreed control matrix plus risk committee timestamp review.
Scope: 1 production assistant, 27 mapped controls, regulated service workflow.