Detects sentiment, logs complaint cases, and sends follow-ups with device guidance.
[ Overview ]
The Agentforce-Powered Product Complaint Agent captures and structures product complaints from patients and HCPs, logs cases with complete regulatory data, and sends compliant follow-up communications with device use guidance.
It ensures every complaint is captured, classified, and escalated appropriately supporting pharmacovigilance obligations and maintaining patient trust through responsive, timely engagement. Sentiment awareness informs tone and escalation path as one of several intelligent routing factors.
[ Core Objectives ]
Capture 100% of product complaints with structured, complete data
Detect and escalate adverse events within regulatory timeframes
Deliver compliant, timely communication to every patient
Reduce manual complaint processing burden on patient services teams
[ Key Use Cases ]
Complaint Intake
Collects structured complaint details i.e product, lot number, issue description all conversationally.
Actionable records
Case Logging
Creates structured complaint cases in Salesforce with all required regulatory fields populated.
Audit-ready records
Regulatory Escalation
Flags cases meeting MedWatch or adverse event reporting thresholds for immediate escalation.
PV compliance
Device Guidance
Provides immediate product guidance and safety information relevant to the complaint.
Rapid patient support
Follow-Up Communication
Sends empathetic, templated follow-up messages with resolution status and next steps.
Maintained patient trust
Sentiment Awareness
Identifies distressed patients and adjusts tone and escalation path accordingly.
Empathetic handling
[ Agent Behavior ]
[ Business Value ]
Regulatory Assurance
Every complaint captured and classified — no missed reporting obligations
Operational Efficiency
Automated case creation replaces manual complaint intake processes
