SAO PAULO: Mark Zuckerberg, CEO of Meta, announced a suite of new AI-powered features for WhatsApp Business during the global Conversations event held in Sao Paulo this week to revolutionize customer interactions and engagement for businesses.
According to reports from TechCrunch, these innovative AI features are designed to empower businesses in providing seamless customer support and facilitating commerce through enhanced automation.
Zuckerberg outlined Meta’s vision, stating, “Our aim is not only to develop a single AI assistant, but to enable diverse AI functionalities catering to various business needs.” “Any business should be able to quickly stand up an agent that can talk to your customers, provide support, and facilitate commerce.”
The new AI features will enable users to leverage artificial intelligence to create Facebook and Instagram advertisements capable of initiating conversations with businesses directly through WhatsApp chats.
Meta announced that it is currently piloting AI-driven customer support functionalities, specifically tailored to address customer inquiries related to product catalogs or frequently asked questions. This initiative is presently underway with select merchants in India and Singapore, with plans for expansion into Brazil in the near future.
Meta emphasized that AI-generated messages will be clearly marked to ensure transparency, thereby notifying customers that they are engaging with an automated system rather than a human representative.
Moreover, WhatsApp intends to harness AI for targeted messaging, allowing businesses to communicate with specific customer segments rather than broadcasting messages indiscriminately to all subscribers. Meta’s Ads Manager will now offer recommendations for suitable audience segments receptive to personalized messages, extending beyond order updates.
In a bid to support businesses without incurring additional costs, Meta has made these AI tools available free of charge, enabling merchants to capitalize on advanced capabilities without the burden of purchasing expensive third-party solutions.
