Meta has announced the introduction of new features leveraging artificial intelligence to the WhatsApp Business instant messaging platform.
The new features include the ability to create interactive ads on WhatsApp, as well as generate automatic responses to repetitive messages from customers.
This announcement was made during the Meta Connect conference held in Brazil, where Mark Zuckerberg, the company’s CEO, presented his vision on building artificial intelligence agents to support businesses in their customer communication.
Zuckerberg emphasized that his company aims to build AI agents for various purposes for businesses, enabling any company to create an agent that communicates with its customers, provides support, and facilitates business operations.
WhatsApp Business users will be able to leverage artificial intelligence in designing ads on Facebook and Instagram to encourage customers to start conversations with the company.
Currently, Meta is testing a new AI-based customer service feature that aims to automatically respond to customer inquiries related to product guides or FAQs. This feature is being tested with some merchants in India and Singapore, with plans to expand to Brazil soon.
Meta mentioned that it intends to clearly indicate messages produced by artificial intelligence to make customers aware that they are not interacting with a company representative. The company also highlighted the possibility of using AI to send messages to a specific group of people instead of all customers, with the goal of targeting the right audience.
It is important to note that Meta will provide these new features to merchants and business owners at no cost.
