40% → 58%
Support ticket deflection
Composite case · Fractional
The AI lead quit. The pilots were drifting. We triaged, shipped, and hired the owner.
A healthcare SaaS company whose AI lead quit gets its stalled pilots triaged, fixed, and shipped, plus a permanent owner hired during the engagement.
Composite · IllustrativeComposite engagement. Representative of GAT's work, details illustrative. Not a real named client.
30% → 84%
Sales summarization adoption
~31%
Claims adjudication auto-routed
During engagement
Permanent AI owner hired
01
Client context
This composite is a $45M healthcare SaaS company with about 180 employees. The senior AI hire left after nine months, leaving three pilots with no clear owner and no accountability chart, so AI work now lived nowhere. A support copilot was quietly deflecting tickets with no instrumented metric, sales summarization sat at low adoption, and the real high-value bet, claims-adjudication assist, was a slide deck with no prototype. The CTO was overwhelmed and reluctant to hire another senior person who would quit, with a board AI update due in 90 days.
02
The problem
- 01 The senior AI hire left after 9 months. Three pilots had no clear owner and no accountability chart, so AI work now lived nowhere.
- 02 A customer-support copilot was quietly working at about 40% ticket deflection, but no one had defined or instrumented the success metric.
- 03 Sales-call summarization sat at 30% rep adoption. It was built to fully automate, reps didn't trust it, and the draft-then-edit pattern was never built.
- 04 The actual high-value bet, claims-adjudication assist, was a slide deck with no prototype and no owner.
- 05 The CTO was overwhelmed and reluctant to hire another senior person who would quit, with a board AI update due in 90 days.
03
GAT's approach
Diagnose (4 weeks)
Triage the portfolio, name the owners.
Ran stakeholder interviews and delivered pilot triage: kill, scale, or re-scope, each with a rationale. Stood up an AI accountability chart distributing ownership across function leads, plus a board-ready quarterly update template the CTO could defend without me in the room.
Build (full Fractional shape)
Operate across the org for several months.
Killed the orphaned tool that had no real demand. Re-scoped sales summarization to draft-then-edit so reps stayed in control. Scaled the support copilot with proper measurement so the deflection number meant something.
Ship the high-value bet
Claims-adjudication assist, Phase 1.
Shipped a multi-agent workflow: intake parse, code suggestion, escalation routing, with an audit trail the compliance team could read. It reclaimed hours per week per adjudicator instead of replacing the human call.
Stand up the shared knowledge base
One layer the team and the agents both read.
Built a domain glossary, customer archetypes, decision logs, and scoped automation patterns. The team writes to it, the agents read from it, and nobody is guessing what the canon is.
Hire the permanent owner
Replace the role, then hand off warm.
Wrote the JD, screened candidates, advanced finalists to the CTO, and signed the full-time hire during the engagement. Ran a warm handoff with office hours and regression triage so the new owner inherited a running system, not a reset.
In their words
Our AI lead quit and three pilots were drifting. Inside a few months one was killed, two were live and measured, the real bet shipped, and we'd hired the person to own it. The CTO got a day a week back.
VP of Operations, composite client
04
Measurable outcomes
40% → 58%
Support ticket deflection, instrumented and prompt-optimized (illustrative).
30% → 84%
Sales summarization adoption, re-scoped to draft-then-edit (illustrative).
~31%
Claims adjudication auto-routed, a Phase 1 multi-agent workflow with audit trail (illustrative).
During engagement
Permanent AI owner hired, a full-time replacement signed before handoff.
Ready to talk?
Stalled pilots and no owner? Start here.
If your AI work lives nowhere and the board update is coming, the Fractional engagement triages what you have, ships the real bet, and hires the person to own it after.