Notably, large businesses can now call customers through the application, a move that paves the way for the deployment of voice assistants integrated with artificial intelligence (AI).
Currently, small business accounts can now converse with customers by voice, but large accounts are not supported. In the coming weeks, this feature will officially expand through APIs, allowing businesses to receive and make voice calls to users. In addition, Google will also add the feature of sending and receiving voice messages between businesses and customers.
Supporting voice channels will create conditions for companies to integrate AI voice assistants through startups such as Vapi, ElevenLabs, Coval or Phonic to automate customer service on the WhatsApp platform.
Another feature that is being expanded is the AI chat-based customer support and marketing tool. At the same time, WhatsApp is also testing the use of AI to recommend products to users based on shopping behavior, similar to product personalization platforms developed by adventure investment startups.
Facebook Business currently has more than 200 million monthly users and is a significant revenue earner for Meta. While AI features are not yet charged, Meta said it may commercialize after expanding scale.
