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WhatsApp is enhancing its business suite with additional AI features. The company recently announced the introduction of voice calls for large businesses, enabling the app to explore the use of AI-powered voice agents. Additionally, WhatsApp is considering utilizing AI to suggest products to users.
AI Features and Revenue Generation
WhatsApp Business, boasting over 200 million monthly users, has proven to be a significant revenue driver for Meta. The company generates income through click-to-WhatsApp ads and charges merchants for messaging features on the platform. Although there is currently no charge for AI features, the company may consider implementing fees once the feature reaches a certain scale.
Expansion of Voice Call Feature
Small business accounts on WhatsApp can already engage with customers via voice calls, but larger business accounts have not had this capability. In the near future, larger businesses will gain access to this feature through the API, enabling customers to make voice calls to businesses and vice versa. WhatsApp also plans to introduce a feature for customers to send and receive voice messages from businesses.
Utilizing AI for Customer Support
Companies can now set up an AI-enabled voice agent for customer service through services like Vapi, ElevenLabs, Coval, or Phonic on WhatsApp. Furthermore, an AI-powered chat-based customer support and outreach feature that was tested last year is expanding to more merchants in Mexico. WhatsApp is also exploring AI-driven product recommendations for merchants’ websites.
Product Recommendations and Updates
Various venture-backed startups are leveraging AI to provide personalized product suggestions for sellers. Meta mentioned that its AI could answer follow-up questions or provide updates to users after an initial recommendation or conversation through WhatsApp. These updates are currently being rolled out to business customers, with a wider release planned in the coming weeks.
