Volume & Deflection
Total Tickets
9,629
Auto-resolved:6,089(60.0%)
HITL-assisted:2,536(25.0%)
Escalated:1,517(15.0%)
Cost Reconciliation
Net Savings
$6,390
42% of baseline
GL reconciliation: $6,927 saved → posted to GL 6120-OPS-CS-AI-SAVINGS
Per-Transaction Evidence
Tamper events: 0| ticket_id | channel | intent | tts_eng | tokens | AI $ | outcome | hash |
|---|---|---|---|---|---|---|---|
| T-88421 | order_stat | — | 1,420 | $0.002 | resolved | ||
| T-88422 | voice | refund | azure | 3,210 | $0.041 | HITL ok | |
| T-88423 | voice | complaint | 11labs | 4,180 | $0.812 | escalated | |
| T-88424 | warranty | — | 890 | $0.001 | resolved | ||
| T-88425 | voice | delivery | azure | 2,100 | $0.028 | resolved |
Click any row to verify hash chain integrity • Source: Event Hubs audit-events namespace
Quality Guardrails & Governance
Model version
gpt-4o-2025-08
v1.4
Blended CSAT
4.2/5
Std 4.18 | Prem 4.61
Hallucination
0.6%
target <1%
Escalation rate
14.6%
target <20%
Avg Handle Time
↓37%
vs baseline
Drift status
Within tolerance
>5% → auto-rollback
Compliance Controls
SOC2 / ISO 27001GDPR DPA AzurePII redaction (pre-LLM)PII redaction (pre-TTS)