For years, WhatsApp has been a communication layer for businesses of all sizes around the world. Meta is now infusing AI into that layer in a bid to turn WhatsApp into a viable piece of workflow software for small and medium businesses.
The company on Wednesday said it is making its customer support AI bot, now known as Meta Business Agent, available globally within WhatsApp. The launch comes as Meta has spent nearly two years testing AI agents in WhatsApp Business for customer support in countries like India and Mexico.
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Meta said the AI agent can answer customer questions, recommend products, book appointments, qualify sales leads, and reroute queries to a person if needed. The company is also making the bot available within Instagram DMs.
Meta said it is testing a way for the Business Agent to provide daily briefings of chats that occurred overnight, and provide insights. The company is testing this feature with select accounts on WhatsApp Business, Instagram Pro, Messenger and Meta Business Suite.
