Viewing Similar Complaints using AI

Purpose

As a Complaint Owner, you can review similar complaints to identify potential duplicates and support accurate complaint classification.

Note: Similar Records shows complaints with matching attributes for the current Complaint.
Use it to review potential duplicates before creating or updating a record.

Important Notes

• Mark as Duplicate applies only to similar complaints in Draft or Open status.

• After marking a record as a duplicate, you can select Merge & Close.

• You cannot merge and close a duplicate when:

  • The Primary Investigation is not complete

  • A Regulatory record is pending

  • You do not have edit access to the complaint

Prerequisites

Installed Package(s): CQ Core, CQ.AI Extension

Product: QualityQuest, Platform & Technology

Function: CQ.AI Agent

User Profile: Standard User

Permissions: CQ Base User PSG, CQ Complaint Owner PSG, and CQSS Similarity User PS

Steps

1. Open the Complaint record.

2. Click the CQ.AI section to expand it.

3. Select This Account to fetch similar complaints for the same account.

4. Clear This Account to fetch similar complaints across all accounts.

5. (Optional) Turn on Mark as Duplicate.

6. Click Merge & Close.

Example:

Expected Outcome

• The merged Similar Record moves to the Close Stage and is set to Closed status.

• The merged Complaint is added to the Related Complaints section under the Reference tab with the Reference Type: Duplicate.

Additional Resources

ComplianceQuest

• Viewing Similar Nonconformances using AI

• Viewing Similar Findings using AI

• Viewing Similar Safety Events using AI