WhatsApp Launches AI-Powered Customer Support Tool for SMEs in India

New Delhi: Meta-backed WhatsApp has introduced a new AI-driven feature called ‘Business AI’ in India to help small and medium enterprises (SMEs) manage customer interactions more efficiently through the WhatsApp Business app.

The new feature is aimed at enabling businesses to provide round-the-clock customer support, respond to queries instantly, capture leads, schedule appointments and boost sales without needing additional software or platforms.

According to WhatsApp, the AI assistant can be customised using a company’s own business details, allowing it to automatically answer common questions related to products, services, pricing, offers, delivery and other customer concerns.

A key highlight of the feature is its ability to communicate in multiple Indian languages, making it more accessible for businesses and customers across the country. The platform also announced that support for UPI-based payments within chats will be introduced soon.

WhatsApp clarified that businesses will continue to have complete control over customer interactions and can step in to handle conversations whenever required.

The company said the Business AI feature will gradually roll out to all eligible businesses using the WhatsApp Business app over the coming weeks.

Citing a recent study, WhatsApp noted that 91 per cent of online adults in India interact with businesses through chat platforms every week, underlining the growing importance of conversational commerce.

Speaking about the launch, Ravi Garg, Director of Business Messaging at Meta India, said small businesses often struggle to handle a large number of customer queries due to limited resources, and AI can help bridge that gap.

“Small businesses are the backbone of India’s economy, and every customer conversation matters to them. Business AI on WhatsApp is designed to help them manage customer engagement more effectively and grow their business,” Garg said.

Eligible businesses can activate the feature by going to the ‘Tools’ section in the WhatsApp Business app and selecting ‘Your Business AI’. Businesses can train the AI using their profiles, product catalogues and documents, while also having the option to edit or disable the feature at any time.

With inputs from IANS