The AI-powered platform handles routine requests and customer queries on WhatsApp while enabling human approvals and handoff controls.
Trivandrum (Kerala) [India], November 12: Binu Bhasuran, Founder and Chief Executive Officer of Elixr Labs, today announced the launch of SAM Agent, an AI-powered support automation platform for small and midsize enterprises (SMEs). The platform handles routine employee requests across human resources (HR), IT helpdesk, finance, procurement and internal operations. Through SAM WhatsApp, it answers customer service queries on WhatsApp.
SAM Agent combines conversational artificial intelligence (AI), retrieval-augmented generation (RAG) and API-based workflow automation. It answers employee queries using an organization’s own policies, standard operating procedures and knowledge base. It also completes routine tasks such as leave applications, password resets, access requests and reimbursement statements through integrations with HRMS, ERP, CRM and IT service management systems.
SAM WhatsApp brings the same approach to customer service. It responds to product, service, policy, setup and troubleshooting questions using a business’s approved content. When the available information is insufficient to provide a reliable answer, the platform directs the customer to a human agent instead of guessing. It can also collect the details required for a support request, create a ticket and share ticket status with the customer.
The CEO said that SAM Agent is designed for SMEs that manage support manually or use ticketing tools that record requests without necessarily resolving them, and for which enterprise AI platforms are often too costly or complex to deploy.
For internal support, key capabilities include:
- Conversational support available 24 hours a day in more than 10 languages.
- Task execution through API integrations with existing business systems.
- Configurable human approvals for sensitive actions, along with escalation of unresolved or high-priority issues with the full conversation history.
For customer service on WhatsApp, key capabilities include:
- Ticket creation and status updates within conversations.
- Handoff to a shared agent inbox with a summary, so customers do not have to repeat themselves.
- After-hours replies and permitted follow-ups through approved templates.
- Reporting on SLAs, customer satisfaction and AI cost per conversation.
Across both, SAM Agent provides role-based access control, encrypted data handling, secure API authentication, permission-based workflow execution, retention and deletion controls for attachments, and audit-ready interaction logs.
SAM Agent is aligned with India’s Digital Personal Data Protection (DPDP) Act and built for compliance readiness under the Information Technology Act.
Based on pilot observations, Binu said SAM Agent is expected to automate 70% to 80% of L1 employee support queries. A typical deployment takes four weeks. It covers support process mapping, system integration, workflow and access configuration, and a pilot before go-live.
“Much of the support work at growing companies, whether it comes from employees or customers, is made up of routine requests that can be resolved without waiting for a person,” said Binu Bhasuran. “SAM Agent handles that work, while approvals, complex cases and conversations that need a person stay with the organization’s own teams.”
SAM Agent adds to Elixr Labs’ product portfolio, which includes the Banyan
, a clinical communication and collaboration platform, Healthverse and CareConnect.
About Binu Bhasuran
Binu Bhasuran is the Founder and Chief Executive Officer of Elixr Labs, which he started in Thiruvananthapuram, Kerala, in 2021. Under his leadership, the company has built healthcare and enterprise software products, including Banyan, Healthverse, CareConnect and SAM Agent, and has grown to teams across India and in Dubai.
About Elixr Labs
Elixr Labs builds healthcare technology that helps hospitals and healthcare companies innovate, operate efficiently and scale. Its products include Banyan, a cloud-native Clinical Communication and Collaboration platform, along with Healthverse and CareConnect, supported by services in cloud infrastructure, healthcare security, compliance and integration. Founded in 2021 and headquartered in Thiruvananthapuram, Kerala, Elixr Labs has teams across India and in Dubai.
To learn more about Elixr Labs and its products, visit www.theelixrlabs.com.
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