Web Development
Shakwa
AI-Powered Healthcare Complaint System
A multitenant enterprise healthcare complaints management platform that automates patient complaint translation, AI summarization, categorization, and routing with multi-level escalation queues.
Timeline
June 2026
Service
Full-stack Product Engineering
Project Overview
- 1Multitenant software-as-a-service layout utilizing schema-based PostgreSQL data isolation.
- 2NLP translation workflow converting diverse patient inputs into structured clinical-grade English summaries.
- 3Intelligent categorizer and semantic router dispatching incoming tickets to specific employee queues.
- 4Redis and BullMQ backed task scheduler executing automated SLA countdowns and L1/L2/L3 manager escalations.
- 5Real-time dashboard console powered by WebSockets to broadcast live operational KPIs and alert notifications.
Core Capabilities
AI / Pipeline Highlights
Queue-Driven Escalation
Applies Redis & BullMQ handlers to trigger hierarchical manager reviews when SLA thresholds expire.
Zero-Shot NLP Routing
Classifies, translates, and summarizes complaints using Vertex AI models before routing assignments.
Multitenant Data Isolation
Restricts tenant access using tenant-specific client tokens and strict PostgreSQL connection routing.
Manager dashboard highlighting real-time incoming complaints, translation flags, and SLA status indicators.
Tech Stack
Platform Value
Drastically Reduced SLA Delays
Automated ticket escalation ensures unresolved clinical complaints are bumped to managers before deadlines expire.
Language Inclusivity
Seamless on-the-fly translations let patients report healthcare complaints in their preferred languages.
Isolated Tenant Security
Ensures healthcare providers keep their clinic data compliant and strictly separated within a single deployed cluster.