Hajra Naz
WhatsApp is introducing an innovative feature for its Business app that integrates artificial intelligence (AI) to enhance customer communication.
According to WABetaInfo, the new AI-powered functionality allows businesses to manage customer messages effectively, especially during times when their human teams are unavailable. While the feature is currently accessible to beta testers via the latest WhatsApp beta for Android 2.24.26.16 update on the Google Play Store, a broader rollout is expected soon.
When businesses activate this AI service, customers are informed through in-chat notifications whenever they send a message. This approach builds transparency and trust between businesses and customers. The AI-powered system enhances customer service with quick and accurate replies to common questions. It guides customers through purchases and handles complex queries using customized machine-learning models.
This update also addresses a significant limitation previously faced by WhatsApp Business users. Earlier, businesses couldn’t directly manage their WhatsApp accounts through the mobile app. Now, by scanning a QR code, companies can seamlessly access and manage their accounts on the WhatsApp Business app and the Business platform, unlocking new features.
Additionally, the feature allows businesses to share up to six months of chat history with the app, ensuring a smooth transition and consistent interaction history. However, group chat history remains excluded from this capability.
To support these improvements, Meta now securely manages all one-on-one chats for the new service. Similar to the AI-powered replies, customers are notified of this change directly in their chats.
The rollout of this exciting feature will continue to expand in the coming weeks, bringing enhanced capabilities to more businesses worldwide.
