Deploying HIPAA-compliant autonomous customer support agents

Twelve thousand support tickets a month, roughly four in five of them variations on the same forty questions. The support team of nine was permanently behind, first response averaged four hours, and hiring ahead of the curve was not viable.

A retrieval-grounded agent answering from Aura's own help centre and product documentation, wired directly into their ticketing system. Anything below the confidence threshold, and anything touching patient data, routes to a human with the draft attached. Every action is logged for audit.