WhatsApp launches AI-powered customer support for small businesses in India; UPI payments coming soon

On May 7, WhatsApp introduced its new "Business AI" feature tailored for small enterprises in India. This innovative tool integrates artificial intelligence to enhance customer support within the WhatsApp Business app, helping businesses automate interactions, boost sales, and manage a high volume of inquiries without needing third-party services. The AI-powered feature is designed to cater to users in all native Indian languages, enabling eligible businesses to respond to customer queries around the clock. Additionally, it allows them to capture leads, schedule appointments, and suggest products directly through chats. According to Meta, the AI assistant can be customized using a business's own catalogs, documents, and profile data, making it capable of addressing inquiries related to products, pricing, discounts, shipping, and other support-related questions. In an exciting development, Meta also announced that the Business AI will soon facilitate UPI-based payments within WhatsApp chats, further streamlining transactions for small businesses. Ravi Garg, Director of Business Messaging at Meta India, emphasized the importance of small businesses in India's economic landscape, stating, "We deeply understand the value of every customer conversation for them." Garg highlighted the challenges small businesses face in managing a high volume of customer queries with limited resources, noting that AI could significantly transform this aspect. He expressed confidence that the introduction of Business AI would empower these businesses, ensuring that they never miss customer inquiries outside of business hours or struggle during peak times. The launch of this feature coincides with the rapid rise of conversational commerce in India. A recent study by Kantar, mentioned by Meta, found that 91% of online adults in India communicate with businesses weekly, solidifying messaging platforms as a key avenue for customer engagement. The AI assistant is designed to handle standard conversations autonomously, while business owners maintain full control and can intervene when a personal touch is needed. Eligible businesses can find the new feature under the "Your Business AI" option in the Tools section of the WhatsApp Business app, with a gradual rollout planned for the coming weeks.