WhatsApp Business is soon rolling out an AI chatbot and calling feature, which will interact with customers, suggest products, and help large companies improve customer service.
WhatsApp: Meta has once again stirred up the tech world. This time, the company has decided to make WhatsApp Business smarter and more interactive than ever before. At Meta's Global Conversations Conference 2025 held in Miami, the company announced two very important and transformative features that could prove to be game-changers for the business world in the coming weeks.
Now, not only will businesses be able to call their customers through WhatsApp Business, but a new AI chatbot, 'Business AI,' will also be launched on the platform, which will provide personalized product recommendations to customers and also be able to follow up on conversations.
Calling Feature Now for Larger Brands Too
Until now, the voice calling feature was limited to small businesses only. But Meta is now expanding this facility to larger businesses as well. This means that now large brands like retail chains, e-commerce companies, the finance sector, and healthcare providers will also be able to directly call their customers on WhatsApp.
When customers have a problem related to a product or service, they often want to talk to a human. Now, through WhatsApp Business, when a customer requests a 'call' in the chat, a representative can call them directly.
This feature will be extremely useful in specific use cases such as telehealth appointments, insurance claims, or banking services. Meta has also said that in the future, support for video calls and voice messaging will also be added along with voice calls.
Business AI Chatbot: Customer Service Will Now Be Smarter Than Ever
Meta has introduced another major update — Business AI, an artificial intelligence chatbot that will automatically interact with customers and provide them with personalized product suggestions.
This chatbot will:
- Analyze the customer's past purchases and conversations
- Provide product recommendations based on their behavior and preferences
- Provide information on new offers and deals
- Follow up with the customer and share updates
Business AI will initially be tested with select businesses in Mexico and will be launched in other countries thereafter. This chatbot will be particularly beneficial for businesses that want to provide 24x7 customer support or want to drive sales on a large scale.
New Tool for Marketing: Integrated Ad Management
Meta is now also making it easier to create advertising campaigns (Ad Campaigns) on platforms like WhatsApp, Facebook, and Instagram. Now, all business users will be able to run their campaigns from a single platform through Ads Manager, upload customer lists, and take advantage of AI-based targeting.
Under the Advantage+ feature, Meta's AI will use your budget in a smart way and ensure the highest ROI (Return on Investment).
AI and Humans Working Together to Create Better Customer Service
This new update from Meta is not just for technology, but its aim is also to give customers a better experience. Now, when a customer asks for an answer to a question on WhatsApp Business, the AI chatbot will help them first. But if needed, the customer will also be able to talk to a real person (customer agent) on a call.
In this way, it will be a mixed (hybrid) system in which both machines and humans will work together to provide the customer with quick and correct service.
This feature will be extremely useful in specific use cases such as telehealth appointments, insurance claims, or banking services. Meta has also said that in the future, support for video calls and voice messaging will also be added along with voice calls.
