How Case Intelligence Works

A Business Process Re-engineering view of how complaints are transformed into early operational and regulatory risk intelligence.

How Business Process Re-engineering (BPR) Works in ArthaShield

Traditional complaint handling treats each case as an isolated ticket. ArthaShield re-engineers this process by embedding intelligence directly into the complaint lifecycle — transforming unstructured complaints into early risk signals using AI-driven taxonomy and ontology.

BPMN 2.0 diagram showing an AI-driven complaint intelligence system with taxonomy-based classification, ontology-based enrichment, parallel risk scoring, and proactive business actions.

Figure: AI-Driven Case Intelligence Flow in ArthaShield
An end-to-end BPMN 2.0 process showing how unstructured complaints are ingested, classified using taxonomy, enriched through ontology, and converted into proactive business actions for early risk detection.

Re-engineering Complaint Handling with Case Intelligence

This diagram illustrates how ArthaShield fundamentally redesigns the complaint management process using Business Process Re-engineering (BPR) principles.

Instead of resolving complaints sequentially, ArthaShield introduces an intelligent decision layer that continuously learns from complaint patterns, product relationships, and historical risks.

1️⃣ Data Ingestion Layer – From Noise to Signal

The process begins when an unstructured complaint is received via email, voice, or chat. Unlike legacy systems that rely on manual categorization, ArthaShield immediately moves the case into an automated intelligence pipeline.

BPR Shift: Manual intake → Automated, AI-ready ingestion

2️⃣ Intelligent Engine – Taxonomy + Ontology at the Core

NLP & Pre-processing cleans and normalizes raw complaint data
Taxonomy Classification standardizes issues
Ontological Enrichment links complaints to products, components and known defects

BPR Shift: Ticket classification → Contextual risk understanding

3️⃣ Parallel Risk Evaluation – Speed and Depth Together

Sentiment, escalation velocity, and pattern matching run in parallel and converge at a risk decision gateway to identify early warning signals.

BPR Shift: Reactive review → Continuous risk sensing

4️⃣ Proactive Business Actions – Not Just Resolution

When high-risk signals are detected, ArthaShield triggers early alerts, routes customers to specialist teams, and enables preventive action.

BPR Shift: Case closure → Prevention & compliance

ArthaShield transforms complaints from operational tickets into strategic intelligence — enabling organizations to detect risk early, act proactively, and stay regulator-ready by design