WhatsApp Business Enhances Customer Communication with AI Integration

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WhatsApp Business and AI Integration

WhatsApp Business and AI Integration

Many companies use WhatsApp Business to communicate with customers. Recently, they can verify their accounts with a blue checkmark if needed. Integrating various AI tools helps companies reduce their workload. For example, AI can create ads offering discounts or informing customers about new products. Companies can also use AI to answer customer questions. AI-generated messages are clearly marked with an AI label.

Some customers prefer speaking with a company representative. Thanks to the new Business Calling feature, users can switch from chat to a phone call with a single tap. WhatsApp is working on another AI integration called Connect to AI. This feature allows business accounts to select specific chats that will be managed automatically by AI Reply in the future.

This feature can be a relief for businesses using WhatsApp for customer communication. Employees can individually test if AI-generated messages, managed securely by Meta, are accurate and sufficient. The option to speak with a company representative should remain available, as AI-led communication can be off-putting if it doesn’t deliver the desired response.

AI Communication Criticism

AI assistance in message writing is already established on other platforms, like LinkedIn. In February 2024, LinkedIn introduced a generative AI feature offering prompts for user messages. LinkedIn advises users to review and adjust the message to match their writing style. However, users can send AI-generated messages without personalization. Concerns arise when AI communicates with AI instead of humans, a fear expressed more frequently in recent months.

WhatsApp’s AI feature might face less criticism since business context messages are usually not linked to a specific person and are clearly marked as AI-generated. It remains to be seen when the feature will be fully rolled out and what other AI-supported functions the messenger will offer in the future. A practical feature recently introduced is the ability to read voice messages as transcripts.