Meta-backed WhatsApp on Thursday launched Business AI in India, bringing AI-powered customer support directly to the WhatsApp Business app for small and medium enterprises. The feature enables eligible businesses to respond to customer queries 24/7, capture leads, book appointments, and drive sales without requiring additional tools or platforms.
The AI tool operates in all native Indian languages and can be customized using a business’s own information to automate responses about products, services, pricing, discounts, and shipping. Starting soon, it will additionally support payments within chats using UPI. Businesses retain full control over conversations and can take over from the AI whenever needed.
Ravi Garg, Director of Business Messaging at Meta India, said SMEs often struggle to manage high volumes of customer queries with limited resources. “Small businesses are the backbone of India’s economy, and we deeply understand the value of every customer conversation for them,” Garg said. “With the introduction of Business AI on WhatsApp, we are putting that power directly into the hands of small businesses”.
Eligible businesses can activate the feature by navigating to the Tools tab in the WhatsApp Business app and selecting “Your Business AI,” where they can follow guided setup steps. The AI can be trained using existing business profiles, product catalogues, and documents, and businesses can modify or turn off the feature at any time. Over the coming weeks, Business AI will roll out to all eligible businesses on the WhatsApp Business app.
WhatsApp cited a study showing 91 percent of online adults in India chat with a business every week. The messaging platform said managing customer query volumes remains one of the biggest challenges for small businesses with limited resources.
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