WhatsApp Introduces AI-Powered Customer Support for Businesses in India!

WhatsApp has unveiled a new AI-powered feature called “Business AI” within the WhatsApp Business app to help businesses automate customer interactions and improve support services. Introduced by Meta, the feature enables businesses to respond to customer queries 24/7 without requiring any third-party software or additional tools. Business AI can be customised using a company’s product catalogue, profile details, pricing, discounts, shipping information, appointments, and service details. The AI assistant also supports all Indian languages, making it highly useful for small and medium-sized businesses across the country.

Meta stated that businesses will soon be able to accept UPI payments directly within WhatsApp chats. Companies can also manually take over conversations whenever complex or personalised assistance is needed. According to Ravi Garg, Director of Business Messaging at Meta India, WhatsApp has become a major communication platform for businesses in India, with a large percentage of users interacting with brands weekly. Early users of the feature, including Soil Concept and The Purple Sunset, reported improved customer engagement and better handling of late-night queries. The feature will gradually roll out to eligible businesses in India over the coming weeks.