Normalise incident signals out of the channels you run, stamp the date each one was received, build the pattern per SKU, and hold the file for the safety officer who reports and signs.
A contact lands in an inbound channel, and the agent stamps the date it was received and the person who took it.
02
A warranty claim, a review or an insurer letter arrives, and it is normalised to one signal shape.
Reason
03
A signal is tied to a SKU, a model and a date code, and kept with its source.
04
A duplicate of one occurrence is merged on the incident, not on the customer.
05
A pattern crosses a line you configured, and the cluster is raised with each receipt date.
Decide
06
A clock opens on the first information, and immediately means within 24 hours.
07
A report is drafted against the elements 16 CFR 1115.13 lists.
Out
08
A recall is announced, and the corrective-action and effectiveness record stays on the file.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
The agent assembles; a named officer determines reportability, reports and signs, and 15 U.S.C. 2070 makes that exposure personal.
Example workflow
One signal, receipt to report
AgentHuman
1Signal receivedContact ticket, warranty claim, review, insurer letter or store report
2Pattern assembledSignals grouped by SKU, model and date code, each with its receipt date and recipient
3Record draftedCluster, clocks, report elements and confidence
4Controls appliedDeduplication on the incident, working-day clock checks, element completeness and confidence threshold
No human action required
Stages 1 to 4 run unaided, and nothing is reported at any of them — the agent is assembling, and the officer's lane opens at the confidence gate.
5DecisionBranches at the confidence threshold
High confidence
Goes to the product safety officer.
Low confidence
Adds a product safety counsel read first.
Safety officer review
The file is held with its cluster, its receipt dates and the confidence.
Approve · Amend · Send to counsel
Approved — released for filing▼
6Safety file updatedOnly where write access and approval policy allow it
7Outcome evaluatedSignal capture, clock accuracy, element completeness and post-report supplements
Amendments
Officer amendments are counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Determining that a product is reportable.
Reporting to CPSC or any other authority.
Signing the corrective action plan.
Setting the model and date-code scope of a recall.
Automation boundaryAgent acts unaided
✓Normalise incident signals out of the channels the business runs.
✓Stamp a receipt date and a named recipient on each one.
✓Group them per SKU, model and date code, with sources.
✓Run the clocks on working days and track report elements for gaps.
Assembly is a fact about the file. Reportability is the officer's, and so is the signature.
Judging which recipient could appreciate the significance.
Opening or justifying a 16 CFR 1115.14(d) investigation.
Wording, approving or issuing a recall notice.
Changes to signal, clock or escalation rules.
Example output
One incident cluster, annotated
What the agent records is attached to the signal it came from.
Safety-reporting output · single clusterIllustrative example
Cluster
What the record shows
Product
First signal on file
Confidence
Receipt
Portable heater cluster
Separate occurrences on one model, each dated the day it was received
Model and date code
Contact centre ticket
91%
Dated before escalation
As receivedTaken from the ticket, the claim and the letter as received — nothing here is characterised by the agent.
Signals recordedContact centre ticketWarranty claimSubrogation letter
Why the date code is hereScope set wrong is not edited later; widening it is a second public notice.
ActionApproveAmendSend to counsel
What the score decidesBelow the configured threshold the file picks up a counsel read before it reaches the officer.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every inbound signalFrom the channels you run
03Assembly
Build the record from the signal
Draw on the tickets, claims and letters on file. A wrong report is supplemented under the same signature, and the log becomes discovery.
01Approved path
The clock starts on receipt
The firm is deemed to know what an employee able to appreciate it received, and the rule caps the time it takes to reach the chief executive.
02Human review
Send the read to the crossed lines
Customer service answers from the live order record and returns decides eligibility against the policy in force; this one aggregates what those answers reveal.
04Build an evidence trail
The signal, the pattern it joined and the officer who reported stay on the record.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Contact and service deskZendesk · Salesforce Gladly · Kustomer · Gorgias
Returns and warrantyNarvar · Loop · Returnly Warranty claim systems
Reviews and marketplacesBazaarvoice · Yotpo Amazon · Walmart feeds
Agent
Product-safety reporting
Dates the signal Builds the pattern Holds for the officer
Quality and PLMETQ · Sparta QMS PLM incident records
A portfolio-level signal-capture figure can read well while one or two product lines carry nearly all of the missed signals. Nestack reports capture by product line, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Powered and heating goods
9.7%
3.7×
Review
Free-text review signals
7.6%
2.9×
Review
Marketplace seller reports
4.3%
1.6×
Watch
Ticketed returns signals
1.7%
0.6×
Normal
Bar: missed-signal lift vs. ticketed-returns baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
Each pass leaves one more case behind
A cycle closes when the late report is a regression case. That suite is what the next signal worked is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
The missed-signal rate rises in one product line.
02Diagnose
The third caller that month, closed by a different agent each time, is read back until the cause narrows to one.
03Improve
The change ships numbered, and the products that forced it ride with it.
04Verify
Nothing releases while one touched signal case is still red.
05Learn
It is kept for good, and the escalation rules are amended in the same commit.
Learn → DetectThe return edge. Detection next time starts from a suite that grew.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, record assembly, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Safety workflow discovery and boundary definition.
02Channel, returns and warranty assessment.
03Signal mapping and escalation-rule configuration.
04Signal ingestion and receipt dating.
05Cluster building and clock logic.
06Confidence scoring and escalation routing.
07Officer approval workflow.
08Contact-channel and quality integration.
09Signal and escalation cases.
10Guardrails and reporting controls.
11Signal-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne product lineProductionProduction safety systemsAdvancedMultiple markets / brands
Introduced at Pilot
Assembly to your channels and rules✓✓✓
Officer approval✓✓✓
Signal-capture baseline✓✓✓
Introduced at Production
Reporting by product line—✓✓
Approval workflow in your systems—✓✓
Approved write-back—✓✓
Contact-channel integration—✓✓
Introduced at Advanced
Multi-regime clock rules——✓
Multi-stage safety approvals——✓
High signal volume——✓
Multi-market reporting controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, transaction volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your inbound channels and ticket structure→Signal ingestion and receipt-date mappingWeek 1
02Representative tickets, claims and letters→Clustering baseline, source binding and clock computationWeek 2
03Your escalation rules and named recipients→Signal mapping and escalation-rule configurationWeek 1
04Access to relevant APIs, feeds or exports→Channel, returns and warranty assessment, then integration setupWeek 2
05Files you would not want dated→Clock cases and failure-mode testingWeek 4
06What no report may leave out→Confidence scoring, escalation routing, guardrails and approval controlsWeek 3
07A named product safety officer to review files→Officer approval workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Band width on this chart is the weeks each phase truly costs, so the fifth carries a pair of them.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Safety workflow discovery, signal mapping and the automation boundaryW2Channel integration and the clustering baselineW3Record assembly, clock logic and approval controlsW4Evaluation suite, clock checks and failure-mode testingW5Quality-system integration, pilot clusters and targeted correctionsW6One reporting cycle run under the safety officer, then Agent Care handover
Reading the bandA bar spans the weeks its work is named in, and no others. The week 5 overlap is real, not padding.
At the end of W6Validation closes on live signals, and Agent Care picks up the watch.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Retail AI agent
Build a safety-reporting agent around your inbound channels.
Show us your channels, your escalation path and who signs. If anything in your assortment can burn, cut, choke or shock, then the clock is already running on receipt, and the dated record is what your officer will be asked to produce.
