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Meta has announced the latest updates to its WhatsApp Business platform, which includes a suite of new AI tools.
The updates, announced at Meta’s Conversations event in São Paulo, are aimed at facilitating better connections between businesses and their customers, enabling more efficient and effective communications to address the evolving and increasingly demanding nature of customer service.
At the same time, the company also introduced a series of non-AI improvements to improve customer and business experiences across the popular messaging app.
WhatsApp Business gets new AI features
Meta has integrated AI capabilities into WhatsApp Business to help businesses respond to customer queries efficiently.
AI tools are designed to answer frequently asked questions, helping customers find information quickly and easily.
CEO Mark Zuckerberg said at the event: TechCrunch): “Our vision is not to build just one AI assistant, but to enable a variety of AIs that can be used for different purposes, including business. Any business should be able to quickly stand up an agent that can converse with customers, provide support, and facilitate commerce.”
In addition to enabling generative AI across more of its services, Meta also announced it will roll out Meta Verified for WhatsApp in other countries, including Brazil, India, Indonesia, and Colombia.
The final update, which will be rolled out to larger enterprises in the coming months after a testing period, will add the ability to call businesses directly from the WhatsApp interface and discuss more complex or personal topics with a live agent.
Social media has been redefined in recent months. Emerging technologies such as AI and virtual reality, as well as a complex leadership landscape, have led disgruntled users to look elsewhere for solutions. Combined with the blurring of the boundaries between traditional social media platforms and other online collaboration and communication apps, Meta hopes to help businesses and attract new users by offering a more personal experience to their customers.
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