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Meta has announced new Artificial Intelligence (AI) features in WhatsApp Business, designed to help businesses connect more effectively with their customers, improve customer service, and increase sales. The announcement was made during Conversations 2024, held by Meta in São Paulo, Meta's annual business messaging event, highlighting the latest product updates to facilitate interactions between people and businesses on WhatsApp.
\n\n\n\nThe company led by Mark Zuckerberg wants this application, which is massively used in places like India, Brazil, or Spain, to also be the default communication tool for users and businesses. “We believe that, with AI tools, businesses can provide people with the assistance they need, as well as help them find new products and services,” they said.
\n\n\n\nOne of the new features announced would allow businesses to answer frequently asked questions from their users via WhatsApp with AI, so you get the right answer, but not impersonal. There will also be features that will allow businesses to create Instagram or Facebook ads and ensure that businesses follow up with customers who want to hear from them, for example, to remind them that they left an item in the cart or offer them a discount on a purchase they were hoping to make.
\n\n\n\nSimilarly, Meta has also announced that they will begin rolling out Meta Verified in the WhatsApp Business app in Brazil, India, Indonesia, and Colombia: “When you see a Meta Verified badge, it means that a business registered their information with Meta and receives protection against phishing.”
\n\n\n\nIn addition, companies that use Meta Verified will also receive enhanced support for Meta accounts and can use WhatsApp on multiple devices for their employees. That same Meta Verified badge that appears on these companies' personalized WhatsApp channels and pages can also be easily shared on social media and the web. “We look forward to expanding this important service to more companies and countries soon,” they have assured.
\n\n\n\nIn WhatsApp, they are aware that despite the fact that shopping through apps and webs is becoming more common and convenient, sometimes it is necessary to talk to a person. To do this, they allow voice calls with companies. The novelty is that now it will also be possible to do so with much larger companies, which did not enable this possibility.
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