Duplicate detection & linking
Recommend likely duplicate or related matters from explainable signals while preserving independent regulated workflows, evidence, deadlines, and human decisions.
Duplicate detection reduces repeated work; it must not collapse obligations that only look similar. LendEasy recommends, explains, and links. It never silently merges regulated matters.
Match signals
| Signal | Strength | Caveat |
|---|---|---|
| Same source reference and case type | Very high | Source retries should deduplicate idempotently. |
| Same customer, loan, and active case type | High | May still be a new episode after closure. |
| Same inbound interaction or document | High | One item can intentionally open several linked specialist cases. |
| Same contact point or name | Low | Shared and mutable; never sufficient alone. |
| Overlapping reason text | Supporting | Untrusted content and classifier error require review. |
Recommendation
{
"recommendationId": "dup_HBR_81",
"recommendation": "link_as_duplicate",
"primaryCaseId": "case_HBR_COL_51",
"candidateCaseId": "case_HBR_COL_52",
"matchedOn": ["customerId", "loanId", "caseType", "sourceReference"],
"explanation": "The delinquency monitor retried the same source signal.",
"confidence": "high",
"requiresReview": true
}Reviewer choices are: confirm duplicate and close the candidate with linkage, keep both independent, link as related, or mark not a match. The decision and reason train evaluation metrics but do not permit unsupervised future merging.
Duplicate versus related
- A duplicate represents the same operational matter. One case becomes primary; the other retains its history and closes with a duplicate outcome.
- A related case represents a distinct obligation that should be visible together—collections plus bankruptcy, dispute, hardship, complaint, or privacy request.
- Parent/subcase represents deliberate workflow hierarchy, not similarity.
One interaction, several signals
If Maya says “I dispute the balance, and I filed bankruptcy,” preserve both signals, open/link distinct cases, and apply the safest interim controls. Selecting bankruptcy as the highest-risk routing path must not discard the dispute deadline.
Safety checks
No recommendation can merge customers, move evidence across tenants, combine unrelated debts, cancel a restriction, reset a deadline, or close a matter with unmet criteria. Access rules continue to apply across links.
Quality measures
Track recommendation precision, false merges prevented, worker disagreement, duplicate recurrence by source, time saved, and regulated-signal loss tests. High recall is not success if the model proposes collapsing distinct obligations.