💥 The Spark Behind Callgent - Simplifying Business Operations

The Challenge

When we set out to design an enterprise operation platform, we had a clear vision: to seamlessly track and process business tickets from customers or systems, we have these thoughts:

In a nutshell, we grappled with:

• Diverse, disconnected systems
• Multiple user roles with varying needs
• A mix of structured and unstructured data
• The need for workflow and process automation

The Solution

To tackle these complex and dynamic business processes, we envisioned a tool with the following capabilities:

• Effortless integration of heterogeneous systems
• No coding required for integration
  • No need to learn new APIs
  • AI-powered service or user invocation
    • Semantic data mapping
    • Persistent asynchronous
    • Progressive invocation
• Natural language SOP orchestration

This vision led to the conception of Callgent, built on these core principles:

• No business logic within Callgent, just invocation and orchestration
• Systems and users function as equal services
• AI-powered semantic data mapping
• Seamless experience for all systems and users with embedded Callgent adaptors

The Journey So Far

We swiftly developed a proof of concept:

• Integration with our Slack, Zendesk, and in-house k8s services
• Services can invoke related users via API, with users responding via Slack or email
• Users can interact with k8s services using natural language in Slack
• k8s exceptions are seamlessly integrated into our ticket processing platform
• External customers experience no differences, as they're approached via Zendesk

Now, we're in the exciting phase of developing Callgent as an open-source product.

We warmly invite you to try it out, share your thoughts, or even contribute.