In a move to strengthen business communication, WhatsApp has unveiled a new AI-driven feature designed to streamline customer interactions for businesses. Called Business AI, the tool is being rolled out within the WhatsApp Business app and aims to help companies automate responses, manage queries 24/7, and boost sales without requiring any additional software or third-party tools.
Developed by Meta, Business AI can be tailored using a business’s own data, including product catalogues and profile details. Once configured, the AI assistant can automatically respond to customer queries related to products, pricing, discounts, shipping, appointments, and services. It also supports all native Indian languages, making it particularly useful for small and medium-sized businesses.
The feature is expected to soon support UPI payments directly within WhatsApp chats, further simplifying transactions. Businesses will also have the option to step in and take manual control of conversations when dealing with complex or personalised customer needs.
According to Meta, citing a 2025 Kantar study, 91% of online adults in India interact with businesses weekly through messaging platforms. This highlights the growing importance of chat-based communication in the country.
“With the introduction of Business AI on WhatsApp, we’re now putting that power directly into the hands of small businesses — ensuring they never miss a customer query outside business hours or struggle to keep up during peak demand,” Ravi Garg, Director Business Messaging, Meta India, said in a statement.
Early adopters have already reported positive outcomes. Plant-based personal care brand Soil Concept noted it previously lost customers due to late-night queries, while customised gifting business The Purple Sunset said the AI assistant improved its ability to handle daily customer conversations efficiently.
Eligible businesses can access the feature by navigating to the Tools tab in WhatsApp Business and selecting “Your Business AI” to begin setup. They can also adjust AI behaviour or disable it entirely if required. Meta confirmed that Business AI will roll out to eligible businesses across India in the coming weeks.
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