Revolutionizing Quality Management with GenAI: Faster Resolutions, Smarter Processes
We deployed AI technology to streamline Product Complaint and Quality Records Management for a Global Life Sciences company.
The Business Opportunity
Generative AI is changing the landscape across every facet of business technology. While one would not normally look to Quality Systems as a source of cutting-edge innovations, our client is harnessing AI to save time and cut costs in managing Quality Complaints by streamlining key system interactions. Their QuIn module, built on top of their EtQ Instinct platform, helps quickly identify root causes, reducing the mean time to resolve (MTR) complaints, and supports creating CAPA and Audit records more accurately and efficiently from the start.
Inspired Consulting
Our team pinpointed key business areas ready to benefit from GenAI technology, aiming to maximize user impact and deliver a best-in-class experience. Each workstream tailored the QuIn system to fit specific process roles and user needs, collaborating closely with stakeholders and subject matter experts to cover every use case. We also developed new procedures for documenting and testing GenAI requirements, ensuring they met technical quality standards and could serve as a benchmark for future projects.
Meaningful Results
Our team’s workflow analysis helped cut down input errors and rework for CAPA and Escalations, enabling frontline teams to get it right the first time and significantly reduce file creation mistakes. Plus, by introducing an innovative intake portal and integrating GenAI into email intake, we drastically lowered call center volume and improved triage. This led to faster ticket resolution, higher customer satisfaction, and increased agility and responsiveness in handling complaints.
Why We Loved This Project
The initial launch of the QuIn project is transforming the quality space by sparking greater demand for innovative workflows and GenAI integration. The team has used QuIn to cut overhead, reduce errors and rework, and improve data quality – as well as boost user and customer experiences. As development continues, we’re uncovering fresh, creative ways to embed GenAI into daily processes, raising the bar for quality standards even higher.
