WhatsApp Business to get exciting new AI feature — but how does it work?
Meta-owned instant-messaging app’s new feature will be rolled out to more users over coming weeks
WhatsApp is rolling out an exciting new feature for the users of its business app, that integrates artificial intelligence into their WhatsApp Business accounts.
According to WABetaInfo, the Meta-owned instant-messaging app’s new feature allows businesses to use AI to manage customer messages, particularly during times when their human teams may be unavailable.
The new feature is set to be rolled out in a future update but it is currently available only for beta testers in the latest WhatsApp beta for Android 2.24.26.16 update, which is available on the Google Play Store.
When a business opts for this AI-powered service, customers are notified in the chat whenever they send a message to the company, maintaining transparency and fostering trust between the business and its customers.
The AI-powered connection aims to improve customer service by delivering swift and accurate responses to common inquiries, guiding customers through the purchasing process, and addressing more complex questions using tailored machine learning models.
Additionally, this new option addresses a major limitation formerly faced by businesses on the WhatsApp Business Platform.
Previously, users could not manage their WhatsApp accounts directly via the mobile application.
Now, after scanning a Quick Response (QR) code, businesses can seamlessly access and manage their accounts through both the WhatsApp Business app and the business platform, unlocking several previously unavailable features.
It also enables users to share up to six months of chat history with the business app, allowing companies to maintain a seamless interaction history when transitioning to the new service.
However, it’s important to note that group chat history remains excluded from this feature.
To support this new service, all one-on-one chats will now be managed using a secure service from Meta. Similar to AI-powered replies, users will be notified of this change directly in their chat.
The new feature will be rolled out to even more people over the coming weeks.
