WhatsApp Launches “Business AI” in India to Help SMEs Automate Customer Support and Boost Digital Sales
New Delhi, May 7 (BNP): WhatsApp on Thursday announced the launch of its new AI-powered feature “Business AI” in India, aimed at helping small and medium enterprises (SMEs) manage customer interactions more efficiently through the WhatsApp Business app.
The feature is designed to enable eligible businesses to provide 24/7 automated customer support, respond to queries instantly, generate leads, schedule appointments, and support sales conversations without requiring additional platforms or tools.
According to the company, Business AI can be customised using a business’s own information such as product catalogues, pricing, services, discounts, and delivery details. This allows businesses to offer more accurate and personalised responses to customer queries.
A key highlight of the feature is its multilingual capability, enabling interactions in multiple Indian languages to improve accessibility and customer reach across regions.
The platform will also soon support in-chat payments through UPI, allowing customers to complete transactions directly within conversations, further streamlining the digital commerce experience.
WhatsApp stated that businesses will retain full control over conversations and can intervene or take over chats from the AI at any time.
The company said the feature will be gradually rolled out to eligible businesses using the WhatsApp Business app under the Tools section, where users can activate and configure “Business AI” through guided steps.
Impact on small businesses
The launch is expected to benefit SMEs by reducing the burden of handling large volumes of customer messages with limited staff. By automating routine queries, businesses can improve response time, enhance customer engagement, and focus more on growth and operations.
Industry observers believe the move could strengthen India’s digital business ecosystem by enabling small enterprises to adopt AI-driven customer service and expand their online presence more efficiently.
Overall, the initiative reflects the growing integration of artificial intelligence into everyday business communication and digital commerce in India.
