Meta-backed WhatsApp has unveiled ‘Business AI’ in India, offering AI-powered customer support directly on the WhatsApp Business app. This feature aims to assist small and medium enterprises (SMEs) in managing customer engagement 24/7. Eligible businesses can utilize this tool to respond to customer queries, capture leads, schedule appointments, and boost sales without the need for additional platforms.
The ‘Business AI’ feature is customizable, allowing businesses to use their own information for automated responses to common questions about products, services, pricing, discounts, and shipping. WhatsApp states that the AI tool can engage in conversations in all native Indian languages and will soon support in-chat payments through UPI.
Businesses will have complete control and can intervene in conversations handled by the AI as necessary. The rollout of Business AI to all eligible businesses on the WhatsApp Business app will occur in the upcoming weeks. WhatsApp shared insights from a study revealing that 91% of online adults in India engage in weekly chats with businesses.
Ravi Garg, Director Business Messaging at Meta India, emphasized the significance of AI in helping SMEs manage high volumes of customer queries efficiently. Garg highlighted the importance of customer conversations for small businesses, acknowledging the challenges they face in handling numerous queries with limited resources. By introducing Business AI on WhatsApp, the platform aims to empower small businesses by providing them with the tools to enhance customer interactions.
Eligible businesses can activate the Business AI feature within the WhatsApp Business app by accessing the Tools tab and selecting ‘Your Business AI’. They can then follow the guided setup steps. Moreover, businesses have the flexibility to train the AI using their existing business profiles, product catalogs, and documents, with the option to adjust or deactivate the feature at any time.
