Overview
Compliance events get reported by whoever picks up the phone, written down by whoever has a free hand, and reviewed by Quality weeks later when the technician has run forty more calls. By then the details are recalled from memory, the regulatory clock has already started, and getting the record right means going back to a customer who has moved on. The Intake Compliance Agent reads the verbatim customer report, scores it against compliance pillars in real time, and surfaces the targeted follow-up questions before the case moves forward. Quality gets a complete, evidence-backed intake record on every case. Not a sample. Not the ones someone caught.
Capabilities
Capture complete reports
Helps Field Service capture the information Quality needs from the first customer report, reducing missed details without slowing service response.
Create traceable records
Creates a consistent, traceable intake record, scoring the report against compliance pillars and tying each RED/YELLOW/GREEN rating to the customer’s exact words.
Flag missing details
Identifies missing complaint-relevant details before the case moves forward, so open gaps are visible early instead of surfacing later in Quality review.
Guide Smart Follow-Ups
Asks targeted, non-leading follow-up questions when data is missing, helping Service complete the intake note without steering the customer’s answer.
Example use case
User input
I’ve documented this as a serious intake event for MD987.
Agent summary
- Patient was connected during the event
- Smoke and strong odor were reported
- The device showed abnormal behavior during use
- You shut it down immediately and switched to backup
Flagged by agent
Agent handoff
Agent review complete. Still needed for the record:
- Patient outcome
- Device serial number or asset ID
- Any alarms, error messages, or abnormal display behavior
- Whether the smoke continued after shutdown
- Any recent service, maintenance, installation, or repair history
Agent workflow
1. Customer reports a device issue
Field Service receives the customer’s initial description through the normal service channel.
2. Agent reviews the verbatim report
The agent uses the customer’s exact words as the source record, without rewriting or interpreting the issue upfront.
3. Agent scores the report against compliance pillars
The agent checks the available information for complaint-relevant signals, assigns RED/YELLOW/GREEN ratings, and shows the customer quote behind each rating.
4. Agent identifies missing intake details
If required information is unclear or absent, the agent marks the gap instead of assuming the record is complete.
5. Agent asks targeted, non-leading follow-up questions
The agent suggests focused questions Field Service can ask to collect missing details without steering the customer’s answer.
6. Agent updates the structured intake record
New customer responses, compliance-pillar scores, captured details, and open gaps are saved for the manufacturer’s complaint review and evaluation process.
