Product Quality Complaint Management Agent
The Product Quality Complaint Management Agent evaluates the Interaction for a potential product quality complaint (PQC), even when the issue is only hinted at indirectly, and recommends a PQC for review.
How the agent works
Following its reasoning instructions, the agent runs three actions in order:
- Retrieve the Interaction with the AIMI Agent: Get Interaction Details flow.
- Pass those details to the Interaction: Product Complaint Recommendation prompt template, which assesses whether a product quality complaint may have occurred and, when it recommends one, drafts the complaint description.
- Call the AIMI Agent: Create PQC Response Log flow to write the prompt's response to a new AIMI Response Log of record type
MAI_PQC.
The agent recommends at most one product quality complaint per Interaction. The response log captures the agent's recommendation verdict (MAI_Recommendation__c), its justification (MAI_Justification__c), the complaint description (MAI_Complaint__c, generated when a PQC is recommended), and the product (MAI_Product__c) when one is resolvable, matched by name or trade name for the Interaction's country (MED_Country__c), falling back to a country-agnostic base product.
In the review panel
The PQC recommendation appears as a card in the AIMI Recommends panel. The specialist can:
- Accept and Create, create the PQC record, with the recommended product set directly on it. (This differs from an adverse event, where the product is recorded on a related drug-information record rather than the AE itself.)
- Reject, decline the recommendation; a rejection rationale is required and is stored in
MAI_Rejected_Rationale__c. - Check Source, open the originating email to confirm what the agent based its assessment on.
This agent is also available on demand through Ask AIMI (Detect Product Quality Complaint).
Actions available for reasoning
| Action | API name | Type |
|---|---|---|
| AIMI Agent: Get Interaction Details | MAI_AIMI_Agent_Get_Interaction_Details | Flow |
| Interaction: Product Complaint Recommendation | MAI_Interaction_Product_Complaint_Recommendation | Prompt template |
| AIMI Agent: Create PQC Response Log | MAI_AIMI_Agent_Create_PQC_Response_Log | Flow |
The agent's PQC recommendations are a drafting aid, the filed PQC record remains the regulated source of truth.
See Recommendation types → Product Quality Complaint (PQC) for the full field reference.