About AskQIEN
AskQIEN is an AI-augmented expert support platform built for quality and operations teams in regulated manufacturing. It replaces ad-hoc email threads and tribal knowledge with a structured, auditable system that gets faster and smarter with every ticket closed.
The problem we are solving
In pharmaceutical, medical device, and food manufacturing, production issues are high-stakes. A failed validation run or an equipment deviation can halt an entire line — and the cost of downtime is measured in thousands of pounds per hour, not to mention the regulatory risk.
Yet most quality teams still manage these issues over email. A line manager fires off a vague message. It lands in a shared inbox. The right expert may not see it until tomorrow. When they do, they have to ask three follow-up questions before they can even start to help. The response they write will never be read by the next person who hits the same problem.
The knowledge that exists inside your most experienced people's heads — the hard-won understanding of why Sealing Line 3 always drifts after a Saturday shutdown, or which supplier deviation paperwork actually matters for an FDA audit — stays invisible until someone thinks to ask the right person at the right time.
AskQIEN was built to fix this.
How the platform works
Structured intake, not open emails
Line managers and operators submit issues through a structured form — not a free-form email. They specify the department, affected equipment or system, date of occurrence, declared priority, and a full description of what happened. The form is guided and consistent, so experts always receive comparable, structured information rather than a stream-of-consciousness email at 2am.
AI completeness check and clarification
Immediately after submission, an AI agent scores the ticket for information completeness across six dimensions: problem description, affected equipment, observed symptoms, timeline, attempted remedies, and business impact. If the score falls below your configured threshold, the system automatically asks targeted clarifying questions and waits for the response before routing to an expert. No more back-and-forth once the expert has the ticket.
AI triage: urgency, sentiment, and tagging
Once the ticket is complete, three AI agents run in parallel. The urgency and sentiment agent assesses how time-critical and emotionally-loaded the issue is, and sets a priority band (low, medium, high, critical). The auto-tagging agent links the ticket to relevant entries in your knowledge base, making it instantly searchable and improving future retrieval. The summarization agent produces a concise expert-facing brief so your specialist can understand the situation in thirty seconds rather than three minutes.
AI-drafted response, grounded in your knowledge base
When the expert is ready to respond, they can request a draft. The AI searches your organization's knowledge base for semantically relevant entries — not keyword matches, but meaning — and writes a response draft citing the sources it used. The expert sees the draft alongside the sources and any identified knowledge gaps. They can edit freely before sending. The goal is never to replace the expert's judgment; it is to remove the blank-page problem so they can focus on what they actually know.
Knowledge capture as a side effect of good work
After every expert response, the AI reviews the exchange and proposes a knowledge base update if the resolution contains information not already captured. Your experts review and approve proposals before they are published. Over time, the knowledge base becomes a living record of how your organization solves the problems it actually faces — not a library of templates that nobody reads.
Designed for regulated environments
Every action in AskQIEN is written to an immutable audit log: who submitted what, when, which AI agents ran and what they produced, which expert responded, and what edits were made. The knowledge base maintains a full revision history. This is not an afterthought — it is built into the data model from the ground up.
Data processing consent is configurable per tenant. If your organization has restrictions on sending production data to an AI provider, you can disable AI processing while retaining the structured workflow. Expert teams can still receive structured tickets, respond, and build the knowledge base manually.
Want to see it with your own issues?
We run a live walkthrough using real scenarios from your industry.