Four Months Inside a Production AI Agent: What Real Users Changed

When ML/AI Engineer William Horton last joined me, Maven Assistant had reached its first external users the day before. The healthcare AI agent was available to 20 percent of Maven Clinic’s users, and the team had deliberately withheld answers about benefits. A wrong response could shape a decision involving $15,000 of fertility coverage, and the evals had not earned the right to ship it. Four months later, Maven Assistant is available to 100 percent of users, benefits answering is live, and weekly conversation volume has grown by roughly ten times. Real usage also overturned part of the roadm