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A

Activity Log: Record of all changes made to a claim, including who changed what and when. At-Risk: SLA status when deadline is approaching (typically 2 hours remaining). Audit Trail: Complete history of all actions for compliance and accountability. Auto-Classification: AI automatically categorizes and prioritizes claims without human input. Auto-Routing: Business rule that automatically sends claims to appropriate department.

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B

Business Rules: Automated logic that triggers actions based on claim conditions. Kanban Board: Visual task management showing claims in columns by status.

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C

Category: Type of claim (Quality, Safety, Logistics, Maintenance, Other). Chat Assistant: AI that answers questions about claims and operations. Claim: Report of an operational issue (defect, incident, problem, etc.). Closed: Final status when issue fully resolved and verified. Collaboration: Team working together on claims via comments and assignments. Comments: Notes added to claims for communication and context. Confidence Score: How certain AI is about its classification (0-100%).

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D

Dashboard: Overview page showing KPIs and metrics. Department: Organizational unit (Production, Quality, Maintenance, etc.). Dynamic Roles: Roles defined in Keycloak that sync automatically to Reclamia.

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E

Escalation: Moving claim up the chain for higher-level attention. Evidence: Attachments like photos, documents, or files supporting a claim.

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G

Groq: AI service providing voice transcription via Whisper.

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I

In Progress: Status indicating someone is actively working on the claim. Incident: Occurrence of something unexpected that needs attention.

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K

Kanban: Visual workflow management with columns for each status. Keycloak: Identity provider managing users, roles, and authentication. Kong Gateway: API gateway validating tokens and routing requests. Knowledge Base: Central repository of documentation used by AI and team.

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L

LLM: Large Language Model (AI that understands and generates text).

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M

Mention (@mention): Reference to specific person to notify them. MCP: Model Context Protocol for AI tool integration.

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N

Notification: Alert sent to user about claim activity or assignment.

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O

On-Time: SLA status when claim is being handled within deadline. Open: Initial status for newly created claims awaiting assignment. OpenRouter: AI service providing cost-effective model access. Overdue: SLA status when deadline has passed.

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P

Priority: Urgency level (Critical, High, Medium, Low). Priority Assignment: AI predicts how urgent a claim is.

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R

RAG: Retrieval Augmented Generation - AI retrieving documents to ground responses. Resolved: Status when solution found, awaiting verification. Response Time: SLA component - how quickly claim must be addressed. Resolution Time: SLA component - how quickly claim must be fully resolved. Root Cause: Underlying reason why issue occurred. Root Cause Prediction: AI suggesting likely causes from historical data.

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S

SLA: Service Level Agreement - deadline for handling claim. Sentiment Analysis: AI detecting emotional tone (positive, neutral, negative). SSO: Single Sign-On - using corporate credentials to login. Status: Current state of claim (Open, In Progress, Resolved, Closed). System Prompt: Instructions for AI agent behavior and personality.

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T

Timeline View: Sequential display showing all changes to a claim over time. Trigger: Condition that causes automation rule to execute.

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U

User Sync: Automatic update of user data from Keycloak to Reclamia.

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W

Workflow: Automated process triggered by conditions and actions.

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V

Voice Claim: Claim created by recording audio, automatically transcribed.

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X

X-User- Headers*: HTTP headers Kong injects containing user information.

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Common Phrases

At-risk claim: Claim approaching SLA deadline (yellow warning) Business rule: Automated action triggered by specific conditions Overdue claim: Claim that has missed SLA deadline (red alert) On-time claim: Claim being handled within SLA deadline (green status) Escalation rule: Business rule that automatically escalates claims Knowledge base entry: Single document in the knowledge base Auto-routing: Automatic sending of claims to departments Auto-assignment: Automatic assigning of claims to people

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By Category

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Claims Status

  • Open
  • In Progress
  • Resolved
  • Closed

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Priority Levels

  • Critical
  • High
  • Medium
  • Low

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SLA Status

  • On-Time (green)
  • At-Risk (yellow)
  • Overdue (red)

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Departments

  • Production
  • Quality Control
  • Maintenance
  • Logistics
  • Safety
  • HR

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Technologies

  • Keycloak (authentication)
  • Kong (API gateway)
  • Groq (voice AI)
  • OpenRouter (text AI)
  • OpenAI (premium AI)
  • RAG (AI retrieval)

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Next Steps