Egen — Automated Reporting & Insights

Background

It All Started When…

We saw an opportunity to transform how enterprises handle customer interactions using AI. Traditional call centers were heavily manual, expensive to scale, and struggled to deliver consistent customer experiences.

At the same time, businesses were experimenting with AI but lacked production-ready solutions that could reliably handle real-world inbound and outbound communication at scale.

This created a need for a scalable Voice AI platform that could automate interactions, improve efficiency, and deliver measurable business impact.

Contribution

Bhavik's Role

Led product development for an AI-driven Voice platform while aligning technical execution with business goals and client needs
Owned product vision and multi-phase roadmap, driving end-to-end delivery across AI/ML, backend, and platform teams
Defined PRDs, user stories, and acceptance criteria to guide development and ensure cross-team alignment
Made strategic prioritization decisions, focusing on high-impact features to accelerate adoption and scalability
Collaborated with engineering and stakeholders to design a Kubernetes-based orchestration model supporting high-volume call workflows

Outcomes

Results

~35%

Reduction in manual call center workload through AI-driven automation of inbound and outbound interactions

100K+

Annual call sessions orchestrated with a scalable, production-ready architecture

<2s

Response latency achieved, improving real-time customer interaction experience

85–90%

First-pass approval rates reached, improving content generation efficiency