Meta has launched its AI-powered customer support assistant globally on WhatsApp Business as part of efforts to transform the messaging platform into a more comprehensive business tool.
Known as Meta Business Agent, the system can answer customer inquiries, recommend products, schedule appointments, qualify sales leads and transfer conversations to human agents when necessary.
The company said the AI assistant is also being introduced to Instagram direct messages.
Meta has spent nearly two years testing AI customer support tools in markets including India and Mexico before expanding access globally.
The company is also developing additional capabilities such as market research, calendar management and integration with external platforms including Shopify, Zendesk and Shopee.
Meta plans to monetise the service through premium subscription tiers and usage-based pricing for larger businesses.
