The Unified IT Support Ecosystem, embedded where work happens
We partnered with Electric AI to architect a comprehensive, end-to-end IT support platform that brings real-time, AI-driven assistance directly into the communication tools SMBs use every day. Rather than a collection of disjointed tools, we built a single, cohesive system where every component works in harmony — an intelligent chat layer, a serverless event-driven backbone, unified security, and an engineering process built for velocity.
SMB IT support was spread across disjointed tools, leaving end-users dependent on the helpdesk for routine tasks. The goal: a single, cohesive platform delivering real-time, AI-driven assistance inside the tools users already open every day.
A Google Dialogflow NLP chatbot embedded in Slack and Microsoft Teams sits on a resilient, event-driven Python backbone — AWS Lambda, SQS, DynamoDB, EventBridge, orchestrated with the Serverless Framework — with a centralized JWT authorization layer securing a mixed microservices landscape of Ruby on Rails, Python/Flask, and Lambda.
Routine requests like password recovery are resolved automatically at the point of need, seamlessly bridging end-users and the helpdesk. Proofs of concept with Zendesk and Kustomer validated the platform's extensibility, while a custom QA tool and re-architected dev/test workflows lifted the backend team's delivery speed.
A Google Dialogflow NLP chatbot operates directly within Slack and Microsoft Teams, capturing user intent to automate routine tasks such as password recovery and seamlessly bridging the gap between end-users and the helpdesk.
The chat integration layer runs on a resilient, event-driven Python architecture — AWS Lambda, SQS, DynamoDB, EventBridge, and the Serverless Framework — delivering real-time performance and effortless scaling as demand grows.
A centralized JWT authorization layer secures all traffic across a diverse microservices landscape (Ruby on Rails, Python/Flask, AWS Lambda). The system is built for growth, validated through deep integration proofs of concept with leading ticketing platforms like Zendesk and Kustomer.
Quality and speed were engineered into the foundation: a custom QA tool monitors manually resolved tickets, and re-architected local development and testing workflows significantly boosted the backend engineering team's productivity and delivery speed.
“Teaming up with Comtom Engineering to create serverless integrations for our messaging app was a game-changer for our company. Their team exhibited an impressive understanding of serverless architecture and event-driven design, allowing us to seamlessly connect and scale our application's functionalities.”
