Meta has announced the release of new updates to its WhatsApp Business platform, including a range of AI tools, during its Conversations event in Sao Paulo. These updates are designed to improve connections between businesses and customers, making communication more efficient and effective to meet the changing demands of customer service.
In addition to AI tools, Meta has introduced other enhancements to the WhatsApp Business platform to further enhance the customer-business experience on the popular messaging app. The new AI capabilities integrated into WhatsApp Business are designed to help companies address customer inquiries more effectively by responding to common questions and assisting customers in finding information quickly and easily.
Meta CEO Mark Zuckerberg highlighted the company’s vision of not just creating a single AI assistant but enabling multiple AIs to serve different purposes, including for businesses. Businesses will be able to quickly set up an agent that can interact with customers, provide support, and facilitate commerce.
Further updates include the rollout of Meta Verified for WhatsApp in countries such as Brazil, India, Indonesia, and Colombia, aiming to enhance the credibility of businesses on the platform. Additionally, a feature allowing customers to call companies directly from the WhatsApp interface for more complex or personal discussions with live agents will be available for larger businesses in the coming months after testing.
As social media undergoes a redefinition with the emergence of technologies like AI and virtual reality, Meta strives to create a more personal experience for users to attract new users and aid businesses in adapting to changing customer service expectations. By integrating these new features, Meta aims to bridge the gap between conventional social media platforms and online collaboration and communication apps to provide a seamless customer experience.