WhatsApp is currently connecting large businesses with their customers via voice call – something that was previously exclusive to small business accounts. Accessible through WhatsApp Business API, businesses can receive and initiate voice calls which is a significant improvement of last year when companies could only make incoming calls in a limited and unofficial testing.
AI-Powered Voice Agents on the Way
WhatsApp integrations with startups such as Vapi, ElevenLabs, Coval, and Phonic are positioning the platform with voice agents that will be powered by AI capabilities. Voice bots are able to make customer service calls over the phone as a business agent, allowing the company to cut down on human support teams, providing rapid 24/7 customer service.
Voice Messaging Support Incoming
In addition to live calls, WhatsApp has also started to enable businesses and customers to interact by sending voice messages. This will provide an even greater flexibility to the users who can communicate better due to their audio rather than typing preferences, but also enable the automation with the help of AI tools.
Smarter Product Recommendations Through AI
WhatsApp is testing AI that is capable of suggesting products to users in chat. This system does not only propose items but is capable of continuing the conversation, reporting, answering questions and thereby making the process of shopping support more interactive and personal.
AI Chat Features Expanding in Mexico
After a successful test run in Mexico, WhatsApp is expanding its AI-based chat support feature to more merchants. This tool helps businesses manage inquiries and outreach efforts more efficiently using AI, especially useful for markets with growing e-commerce activity.
Rolling Out Gradually
These AI updates will start rolling out today and will be available on more business users in the coming weeks. Though all functionalities remain free at the moment, Meta has offered speculation that it may charge premium pricing on tools after these tools become more widely used.
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