Skip to main content

πŸ’₯ The Spark Behind Callgent - Simplifying Business Operations

Β· 2 min read
James Pang
Project Initiator

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:

Best Business Operation Platform

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.