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    Case Study · Agentic AI Product

    Lemura: AI-Powered WhatsApp Engagement & Voice Automation Platform

    One workspace where WhatsApp campaigns, knowledge-grounded AI replies, lead qualification, AI voice agents, analytics and human handoff work together, turning every message into a journey from campaign to conversation, qualification, action and conversion.

    Product
    Lemura · lemura.in
    Category
    AI customer engagement platform
    Channels
    WhatsApp & AI voice
    Our role
    Product, agentic AI & platform engineering
    Visit lemura.in Build something similarBack to Portfolio
    Lemura turning a WhatsApp campaign into an AI conversation, a qualified lead, a voice call summary and campaign analytics

    1

    workspace for campaigns, AI chat, leads, voice & analytics

    2

    channels in one journey: WhatsApp and voice

    10

    capabilities connected in one platform

    4+

    industries: real estate, clinics, ecommerce & education

    The Challenge

    Thousands of WhatsApp conversations, handled by hand

    Businesses talk to thousands of customers on WhatsApp every day, but across disconnected tools. The result is fragmented customer journeys and a mountain of repetitive work.

    WhatsApp
    Spreadsheets
    CRM
    Manual replies
    Calling systems
    Campaign tools
    Analytics

    Marketing sends campaigns

    Large lists, templates and schedules managed by hand.

    Sales chases leads

    Every reply has to be read before anyone knows its value.

    Support repeats answers

    The same questions answered hundreds of times.

    Operations track follow-ups

    Next steps scattered across chats and spreadsheets.

    Managers lack visibility

    No clear view of what campaigns actually achieve.

    Customers expect speed

    Slow or irrelevant replies lose interest fast.

    The goal was never to send more messages. It was to turn messages into meaningful customer conversations, and conversations into business.

    The Solution · Agentic AI

    From simple chatbot to operational AI team

    Instead of generating a single reply, Lemura’s agentic workflows coordinate many tasks: understanding intent, finding answers, qualifying leads, calling customers and creating the next action.

    Input: campaign replies · customer questions · leads
    Received by

    Engagement orchestrator agent

    Follows every customer from campaign to conversion: it reads each reply, decides what should happen next and coordinates the agents that answer, qualify, call and hand over to your team.

    • Intent detection
    • Next-action planning
    • Channel switching
    • Escalation
    Delegates to specialist agents

    Campaign agent

    Specialist agent

    Sends approved WhatsApp templates to the right audience in controlled batches and tracks delivery, reads and replies.

    Tools:WhatsApp templatesAudience segments

    Sender health agent

    Specialist agent

    Watches delivery, read, failure and opt-out signals, and slows or pauses sending when quality drops.

    Tools:Delivery signalsBatch controls

    Conversation agent

    Specialist agent

    Understands each customer message and replies in natural language, grounded in the business’s own knowledge.

    Tools:Knowledge baseIntent detection

    Knowledge agent

    Specialist agent

    Searches brochures, inventory, pricing, FAQs, policies and schedules to find the right answer.

    Tools:Business documentsAvailability & slots

    Qualification agent

    Specialist agent

    Collects budget, preferences, timeline and intent during the conversation and classifies each lead.

    Tools:Qualification rulesLead records

    AI voice agent

    Specialist agent

    Calls interested leads to qualify them, answer basic questions, book appointments and send reminders.

    Tools:Inbound & outbound callsCall scripts

    Summary agent

    Specialist agent

    Turns every call and conversation into a structured summary with the outcome and recommended next action.

    Tools:Call transcriptsConversation history

    Handoff agent

    Specialist agent

    Brings in the right team member when a customer asks for a person, a case gets complex or a deal gets important.

    Tools:Team routingAssignments

    Consent agent

    Specialist agent

    Recognises opt-out messages like STOP or “do not contact me” and prevents unwanted future messages.

    Tools:Opt-out detectionContact lists
    Delivers
    Qualified leads, booked appointments & clear next actions

    What every agent is built on

    Knowledge-grounded answers

    Replies come from the business’s own information, not generic AI guesses.

    Human control

    People take over whenever a conversation needs judgement, approval or a personal touch.

    Responsible messaging

    Controlled delivery, sender health monitoring and opt-out handling built in.

    How the agents turn a campaign into business

    1. 1

      Campaign

      An approved message reaches the right audience in safe batches.

    2. 2

      Understand

      Each reply is read and the customer’s intent is identified.

    3. 3

      Answer

      Trusted business knowledge is retrieved and a relevant reply is sent.

    4. 4

      Qualify

      Key details are captured and the lead is classified.

    5. 5

      Continue

      An AI voice agent or a team member takes the conversation forward.

    6. 6

      Act

      The next action is created and the whole journey is recorded.

    Mass messaging vs intelligent engagement

    Mass messagingWith Lemura
    The same message blasted to everyoneTargeted campaigns for each audience segment
    Thousands of replies read by handAI understands and answers every reply
    Generic, slow responsesInstant answers from trusted business knowledge
    Leads lost in chat historyStructured, qualified lead information
    Text only, then silenceVoice follow-ups and smooth human handoff

    How It Works

    From campaign to customer conversation

    Every step of the customer journey is connected, with specialist agents doing the repetitive work and people stepping in when it matters.

    1. 1

      Business creates a campaign

      Your marketing team

      Approved template and schedule

    2. 2

      Audience selected

      Campaign agent

      The right segment, not everyone

    3. 3

      WhatsApp message sent

      Sender health agent

      In controlled, monitored batches

    4. 4

      Customer replies

      Your customer

      Questions, interest or opt-outs

    5. 5

      Question understood

      Conversation agent

      Intent identified from the message

    6. 6

      Business knowledge retrieved

      Knowledge agent

      Pricing, availability, FAQs and more

    7. 7

      Relevant response sent

      Conversation agent

      Natural, accurate and on-brand

    8. 8

      Lead qualified

      Qualification agent

      Budget, preference, timeline and intent

    9. 9

      Voice agent or team continues

      AI voice agent

      Call, visit booking or human handoff

    10. 10

      Next action created

      Summary agent

      Summary and follow-up for the team

    Real-estate campaign

    WhatsApp · Lemura AI

    Illustrative
    Weekend site visits are now available.
    Can I visit Saturday?
    Of course! Would you prefer morning or afternoon?
    Morning. I’m looking for a 2 BHK in Noida, around ₹80 lakh.
    Captured as structured lead information
    Budget
    ₹80 lakh
    Property
    2 BHK
    Location
    Noida
    Site visit
    Saturday
    Intent
    High

    WhatsApp Campaigns

    Targeted campaigns, sent safely

    Marketing teams manage large campaigns in an organised way, sending the right message to the right segment, with delivery controls that protect sender quality.

    Campaign management

    • Approved WhatsApp templates
    • Customer audiences
    • Contact lists
    • Campaign scheduling
    • Controlled message queues
    • Delivery tracking
    • Read tracking
    • Reply tracking
    • Opt-outs

    Customer segmentation

    Reusable audiences, so each campaign reaches the relevant group:

    • New leads
    • Existing customers
    • High-intent leads
    • Site-visit leads
    • Previous buyers
    • Inactive customers
    • Campaign-specific audiences

    Campaign safety & number health

    1. Small first batch
    2. Monitor signals
    3. Continue, slow or pause

    Signals watched:

    • Delivery rate
    • Read rate
    • Failures
    • Opt-outs
    • Customer response

    A safer alternative to blindly sending thousands of messages at once.

    Opt-out management

    Consent respected, lists kept clean.

    • “STOP”
    • “Unsubscribe”
    • “Do not contact me”
    • no more unwanted messages

    AI Conversations

    Answers your customers can trust

    Generic AI answers aren’t enough for business. Lemura grounds every reply in the company’s own information, qualifies leads as it talks, and knows when to hand over to a person.

    Knowledge-grounded AI

    1. Customer question
    2. Identify intent
    3. Search business knowledge
    4. Find the answer
    5. Generate response

    Grounded in:

    • Product information
    • Brochures
    • Inventory
    • Pricing
    • FAQs
    • Availability
    • Policies
    • Business documents
    • Schedules
    • Appointment slots

    Agentic AI workflows

    1. Understand message
    2. Determine intent
    3. Retrieve information
    4. Respond
    5. Capture details
    6. Classify lead
    7. Create next action
    8. Escalate if needed

    AI becomes an operational assistant for customer communication, not just a chatbot.

    AI lead qualification

    “I’m interested in this property.”

    Budget
    ₹80 lakh
    Property
    2 BHK
    Location
    Noida
    Site visit
    Saturday
    Intent
    High

    Human handoff

    A team member takes over when:

    • The customer asks for a human
    • The AI cannot answer confidently
    • The conversation becomes complex
    • A sales opportunity becomes important
    • A special request needs approval

    AI efficiency, combined with human control.

    AI Voice Agents

    When text isn’t enough, the AI picks up the phone

    Engagement continues beyond WhatsApp. AI voice agents handle inbound and outbound calls, connecting chat and voice into one customer journey.

    From WhatsApp lead to booked appointment

    1. WhatsApp lead
    2. Customer shows interest
    3. AI voice agent calls
    4. Qualification questions
    5. Requirements captured
    6. Appointment scheduled
    7. Call summary created
    8. Sales team informed

    What voice agents handle

    • Lead follow-ups
    • Customer qualification
    • Appointment booking
    • Reminder calls
    • Basic customer questions
    • Information collection
    • Follow-up conversations

    Automatic call summaries

    • Customer name
    • Interest
    • Budget
    • Preferred date
    • Important questions
    • Call outcome
    • Recommended next action

    Reps understand every call without listening to the full recording.

    Analytics & Unified Journey

    See what happens after every message

    Teams know which campaigns actually create engagement, and every customer’s full story lives in one place.

    Campaign analytics

    • Messages sent
    • Delivered
    • Read
    • Customer replies
    • Failed messages
    • Opt-outs
    • Qualified leads
    • Next actions

    One unified customer conversation

    1. Campaign sent
    2. Customer reply
    3. AI response
    4. Customer questions
    5. Lead qualification
    6. Voice follow-up
    7. Call summary
    8. Sales handoff

    Full context every time the relationship continues.

    Use Cases

    Built for every business that talks to customers

    The same agentic engine adapts to each industry’s conversations, and customer support gets lighter everywhere.

    Real estate

    “Weekend site visits are now available.” → visit booked, budget and preferences captured.

    • Site-visit booking
    • Budget & location capture
    • Qualified leads to sales

    Healthcare & clinics

    Repetitive operational enquiries handled, complex ones passed to staff.

    • Appointment reminders
    • Common patient questions
    • Schedules & follow-ups

    Ecommerce

    Stay connected with customers after checkout.

    • Order & delivery updates
    • Product & return questions
    • Post-purchase follow-ups

    Education

    Student requirements collected before serious enquiries reach admissions.

    • Courses, fees & batches
    • Admissions questions
    • Counselling appointments

    Customer support automation

    Repetitive questions are answered from approved knowledge, so support teams focus on complex issues.

    1. Customer question
    2. AI searches knowledge
    3. Answer
    4. Resolved
    1. Can’t resolve
    2. Human escalation

    Security & Team Access

    Secure workspaces for every business

    Each organisation’s information stays isolated in its own workspace, and every team member sees only what their role needs.

    Role-based team access

    • Administrator
    • Marketing team
    • Sales team
    • Support team
    • Operations team

    Control who can access campaigns, conversations, customer information and platform settings.

    Secure business workspaces

    • Workspace separation
    • Access control
    • Encrypted credentials
    • Verified integrations
    • Controlled message delivery
    • Audit-related information

    Impact

    From mass messaging to intelligent customer engagement

    Teams handle significantly more customer conversations without increasing repetitive manual work at the same rate.

    Before

    1. Campaign
    2. Thousands of replies
    3. Manual processing
    4. Slow follow-up

    With Lemura

    1. Campaign
    2. AI conversation
    3. Automatic qualification
    4. Structured customer information
    5. Human / voice follow-up
    6. Next action

    Faster responses

    Customers get relevant answers the moment they reply.

    More conversations handled

    Scale engagement without scaling repetitive work at the same rate.

    Better-qualified leads

    Sales focuses on structured, high-intent opportunities.

    Safer campaigns

    Controlled delivery protects sender quality and customer trust.

    Key takeaway

    Agentic AI moves beyond chatbots and becomes part of real business operations, connecting marketing, sales, support and voice in one intelligent workflow.

    Our Work

    What TechyHut Solutions delivered

    We built Lemura, a scalable customer-engagement platform that brings campaign management, intelligent conversations, business knowledge, lead qualification, voice agents, analytics and human collaboration into a single environment.

    • Agentic AI
    • WhatsApp Business
    • AI Voice Agents
    • Knowledge-Grounded AI
    • Lead Qualification
    • Campaign Management
    • Human Handoff
    • Conversation Analytics
    • Multi-Tenant SaaS
    • Role-Based Access
    See Lemura live at lemura.in
    • Lemura, a unified customer-engagement platform for WhatsApp campaigns, AI conversations, leads, voice and analytics
    • Agentic AI workflows that understand intent, retrieve knowledge, respond, qualify and create next actions
    • Knowledge-grounded AI replies using each business’s own documents, pricing, inventory and schedules
    • AI voice agents for follow-ups, qualification, appointments and reminders, with automatic call summaries
    • Campaign safety: batch delivery, sender health monitoring and opt-out management
    • Human handoff, role-based team access, secure workspaces and campaign analytics

    Turn every customer message into an opportunity

    Try Lemura for your business, or let us build a custom agentic AI engagement platform around your workflows.

    Explore Lemura Book a strategy call