Smarteeva's GenAI Complaint Engine: Simplifying Complexity with Intelligent Automation

A global medical imaging device leader leveraging scientific imaging and histology to empower physicians with accurate diagnostics required a unified AI-powered complaint management system that automated their complaint intake to investigation journeys within one source.

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With LLM integration, records are now pre-filled and submitted for approval in under a minute, redefining efficiency for medical device users.

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The Challenge

Paper-based complaint documentation, dispersed data across systems, labor-intensive manual input

• Paper-based complaint documentation from intake to investigation was inefficient
• Non-compliance handling across different systems made tracking complex
• Previous QMS required more effort and steps to manage the complaint lifecycle
• Users had difficulty identifying changes and understanding regulatory impact

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How Smarteeva Solved It

Smarteeva partnered with the customer to design and deploy a purpose-built solution:

1. Salesforce native email service for automatic complaint population from emails
2. Embedded prompt engineering for tailored responses, summaries, translations, and field population
3. Dynamic prompt testing before implementation to ensure alignment with business requirements
4. Smart field extraction from emails with automatic new record creation
5. Configurable LLM selection (multiple private models including latest OpenAI)
6. Smart Form Algorithm for one-click report completion with automated email notifications