WhatsApp has unveiled Meta Business Agent, an artificial intelligence powered solution designed to help businesses respond to customers, manage operations and drive sales around the clock. The announcement was made during the third edition of the WhatsApp Business Summit held in Mumbai, where the company also introduced the Meta Business Agent Platform for large enterprises.
The new AI solution is aimed at helping businesses deliver faster and more personalised customer support while reducing the workload on customer service teams. According to WhatsApp, Meta Business Agent enables businesses to stay available for customers at any time, improving engagement and making business communication more efficient.
The AI powered assistant is capable of answering customer queries, recommending products from a company’s catalogue, booking appointments, qualifying potential leads and helping businesses complete sales. It also allows companies to decide when a human support executive should step in during customer conversations.
Apart from handling customer interactions, Meta Business Agent also provides business owners with summaries of missed conversations and valuable insights from customer interactions. This allows businesses to monitor customer needs more effectively while focusing on business growth.
Speaking at the event, Arun Srinivas, Managing Director and Country Head of Meta India, said messaging has become one of the preferred ways for people and businesses to communicate in India. He said artificial intelligence is playing an increasingly important role in transforming business operations and that Meta Business Agent is designed to help companies strengthen customer relationships, improve efficiency and support long term growth.
Meta also announced the launch of the Meta Business Agent Platform, which is designed for large enterprises. The platform provides the infrastructure needed to build, customise and deploy AI powered business agents at scale. It can integrate with existing business systems, including Shopify, Zendesk and Shopee, while working alongside the WhatsApp Business Platform to offer enterprise grade scalability and performance.
During the summit, Meta highlighted how several businesses are already using the platform. Food delivery company Swiggy has integrated Meta Business Agent into its delivery partner onboarding process through WhatsApp, helping simplify and speed up onboarding while improving user experience.
Beauty brand Madhulika Enterprises reported that the AI assistant has significantly improved customer engagement. The company said the tool has increased conversions by around 25 to 30 per cent while handling nearly half of its repetitive customer interactions, allowing the team to focus on more complex tasks.
Adventure travel company Kaizen Adventours is also using Meta Business Agent to respond instantly to customer enquiries related to Ladakh tours, travel packages and bike rentals. The company said the AI assistant has reduced response times, managed high seasonal demand and improved customer experience.
WhatsApp also announced a new feature that will help users discover businesses more easily. Soon, people will be able to search for businesses directly within WhatsApp using their names and share business contacts with friends and family, making it easier to connect with trusted businesses.
With these announcements, Meta is expanding the role of artificial intelligence within WhatsApp, offering businesses new tools to automate customer service, improve operational efficiency and support future growth.
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