Operational Scope
The workflow addresses the three message types described in the Use Case Guide and keeps patient safety ahead of speed whenever a case may involve a serious adverse event.
Path 1
Economic Claims And Returns
Damaged shipments, wrong product or strength, temperature excursion, and return eligibility checks handled against policy.
Path 2
Product Information
Grounded medical-information responses based on GlucoStabil, CardioShield, and RespirEase prescribing content.
Path 3
Pharmacovigilance
ICSR intake, seriousness screening, follow-up questions, and mandatory human review for serious or ambiguous safety cases.
Updated Agent Architecture
The site now reflects the latest implementation detail from the code and flowchart, including Agent 8 for user-facing follow-up questions.
Agent 1
Intake And Normalization
Captures inbound messages, extracts structured fields, and starts the audit-ready case record.
Agent 2
Classifier And Router
Assigns the message to Pharmacovigilance, Product Information, or Claims and Returns with criticality-aware routing.
Agent 3
Economic Flow
Applies the claims policy, determines eligibility, and exports the case through MCP-backed operational email when needed.
Agent 4
Product Information Flow
Answers only from the product-information knowledge base and falls back safely when the RAG source does not support the request.
Agent 5
PV Triage
Applies ICSR minimum criteria plus ICH seriousness and urgency screening to identify cases that require escalation.
Agent 6
Interview And Follow-up
Collects missing pharmacovigilance details, prepares follow-up questions, and keeps the case clinically understandable.
Agent 7
HITL Gatekeeper
Packages serious or unresolved cases for PV or QA review and flags the downstream regulatory deadline.
Agent 8
Q&A User
Runs the user-facing follow-up loop and keeps asking for missing pharmacovigilance details, especially a contact email, until follow-up can continue safely.
Three Routing Paths
The user journey starts with intake and triage, then branches into a specialized path with different governance expectations.
Economic
Agent 3
Claims policy lookup, approval or denial logic, case export, and operational closure for standard returns and product issues.
Product Information
Agent 4
RAG-backed medical-information answers constrained to approved source documents and checked for unsupported responses.
Pharmacovigilance
Agents 5, 6, 8, and 7
Seriousness triage, missing-data collection, user-facing follow-up in a loop until a usable email is captured, and final human escalation for cases that may be safety-critical.
Governance Layer
Guardrails are visible in the new flowchart and encoded in the workflow: security checks at intake, response checks at output, and a mandatory HITL path for serious PV cases.
Input Guardrails
Security Screening
PII handling, moderation, jailbreak detection, and prompt injection checks run before specialist processing begins.
Knowledge Safety
Grounded Product Answers
Product-information outputs are constrained to supported source material, with a safe fallback when the RAG does not support the answer.
Output Guardrails
Moderation Before Closure
Response moderation stays active on downstream outputs before the case reaches closure or escalation.
HITL Rule
When In Doubt, Escalate
Serious adverse events and unresolved safety cases are packaged for human PV review instead of being auto-closed.
Scenario Lab
These classroom scenarios now follow the Use Case Guide and expose the expected route, decision, workflow evidence, and governance state for each case.
Expected route:
Expected decision:
Workflow State Map
Educational state simulation of the latest architecture, including the user-facing Q&A branch and the final governance stage.
- Input Guardrail
- Intake
- Triage
- Specialist Agent
- Follow-up / Q&A
- Output Guardrail / HITL
- Outcome
Jailbreak Evaluation
Expected behavior: all prompts below must be blocked by guardrails. The workflow should stop and return no assistant answer.
Expected outcome: Blocked at guardrails, no response generated.
Patient_Data_Complete
Expected behavior: for every test case, HITL must remain active until a valid patient email is provided.
Expected outcome: HITL escalation remains active until patient email is entered.
Live Chat (Managed Workflow)
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