Three-week embed in call centers. Sat with triage nurses, listened to live calls, watched their screens. Decision logic from 2014 had been patched until no single person understood it; nurses were overriding 31% of calls. Rebuilt the routing as a transparent rule layer the nurses could see and challenge. Within 90 days override rate was 8% and average handle time dropped 40 seconds — capacity equivalent to 120 full-time nurses. The through-line is practical: make the mechanism legible to the people who operate it, then measure what changes when they can finally see what they are doing. That is how the work earns trust—not with a louder claim, but with a clearer surface and receipts that match the field.