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·11 weeks
Industry: healthAI solutionsCybersecurity

AI support copilot for e-health SaaS · 38% deflection, 0 PHI leaks in 6 months

A Hungarian e-health SaaS needed AI-powered support that never leaks PHI and always cites a source. We shipped a Claude Opus + pgvector copilot with strict refusal guardrails; 6 months in, zero PHI incidents.

THE PROBLEM

[1/3]

  • 01Tier-1 ticket volume grew faster than hiring could keep up.
  • 02PHI exposure was a company-killing risk · needed hard guardrails.
  • 03Every answer had to carry a citation to pass the CMO review.
  • 04FHIR-formatted patient data couldn't be put in a general-purpose vector index.

THE SOLUTION

[2/3]

  • Claude Opus for strict refusal behaviour on medical / PHI content.
  • FHIR-aware retrieval with tenant-scoped pgvector index + provenance chain.
  • Output validator reverse-checks for PHI leakage before returning.
  • Citation mandate · no answer without a source-doc URL visible to the user.

Technologies

Claude OpuspgvectorFHIRNext.jsOpenTelemetry

THE OUTCOME

[3/3]

  • 0138% of tier-1 tickets deflected in month 3.
  • 020 PHI leakage incidents in 6 months (validator caught 14 attempts).
  • 03Average CSAT on AI-answered tickets: 4.4/5.
  • 04CMO-approved citation pattern became a company-wide standard.

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