WhatsApp Rolls Out AI Voice Calls and Product Recommendations for Businesses

WhatsApp Adds AI Voice and Chat Features to Boost Business Customer Support

WhatsApp is rolling out new AI-powered tools for its business users, aiming to improve how companies engage with customers. Starting soon, large businesses will be able to connect with customers through voice calls, powered by AI voice agents. This opens up fresh opportunities for handling customer service conversations more efficiently.

Currently, small businesses on WhatsApp can already chat with customers using voice calls. The upcoming update will extend this feature to larger enterprises through WhatsApp’s API. This means customers can place voice calls to businesses, and businesses will also have the option to call customers back — a feature not available in earlier testing phases.

Additionally, WhatsApp plans to enable the exchange of voice messages between customers and businesses. This will allow companies to set up AI voice agents using third-party services like Vapi, ElevenLabs, Coval, or Phonic to automate customer interactions.

AI Chat Support and Product Recommendations Expanding

WhatsApp is also expanding an AI-powered chat feature for customer support and outreach, currently in testing in Mexico, to more merchants. This feature helps businesses handle customer queries through chatbots that can provide quick, relevant responses.

On the product side, WhatsApp is exploring AI to suggest personalized product recommendations on merchant sites. After an initial chat, the AI can answer follow-up questions or provide updates directly through WhatsApp, making the shopping experience smoother and more interactive.

What This Means for Customer Support Teams

• Faster Response Times: AI voice agents and chatbots can manage routine inquiries, freeing up human agents to focus on complex issues.
• Expanded Communication Channels: Voice calls and voice messages add new ways to connect with customers beyond text.
• Personalized Interactions: AI-driven product recommendations and follow-up responses improve customer engagement and satisfaction.

WhatsApp Business, with over 200 million monthly users, is a significant revenue source for Meta. Currently, AI features are free for businesses, but there's potential for pricing once adoption scales.

These updates will begin rolling out to business customers immediately and will reach a wider audience in the coming weeks.

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