Meta-owned WhatsApp is rolling out a new AI-powered feature for small businesses in India that could change how customer support works on the messaging platform. Called Business AI, the new tool is being added directly to the WhatsApp Business app and is designed to help businesses reply to customers faster, manage sales and stay active 24/7.
The feature is currently released for eligible businesses in India and supports all native Indian languages. According to the instant messaging platform, businesses will now be able to automatically answer customer questions, recommend products capture leads and even book appointments without using third-party software or extra tools.
Meta says the new AI system can learn about a business through its catalog, profile details and uploaded documents. Once set up, the AI can respond to common customer queries related to products, pricing, delivery, discounts and services. If the conversation becomes complicated, the business owner can step in and continue the chat manually.
The popular messaging app also revealed that WhatsApp will soon allow businesses to accept UPI payments directly inside chats through the AI-powered system.
“Over the years, we’ve consistently heard that managing high volumes of customer queries with limited resources remains one of the biggest challenges for small businesses. This is where we believe that AI can be a game-changer for them,” Ravi Garg, Director Business Messaging, Meta India said in statement.
“With the introduction of Business AI on WhatsApp, we’re now putting that power directly into the hands of small businesses — ensuring they never miss a customer query outside business hours or struggle to keep up during peak demand,” he added.
As per WhatsApp, eligible businesses can activate Business AI through the Tools section inside the WhatsApp Business app. In terms of privacy, Meta says businesses will continue to have full control over conversations and can turn off the AI feature anytime they want.
