Meta's instant messaging application WhatsApp has introduced significant updates in its latest iOS beta version (24.25.10.84), bringing AI-driven smart reply features and new connections to business platforms for enterprise users, marking a further deepening of its AI strategy.
The core of this update is an AI support system aimed at businesses. Enterprise users can activate the AI customer service function simply by scanning a QR code, enabling round-the-clock intelligent customer service. This feature is particularly suitable for handling customer inquiries outside of working hours, providing smart replies with product information, recommending solutions based on customer needs, and offering real-time pricing and inventory information.
In practical applications, the system is designed with a flexible human-AI handover mechanism. When a business needs to take over a conversation, the AI will immediately yield, ensuring continuity of service. To maintain transparency, the system will clearly inform customers whether they are currently interacting with AI. Considering the potential inaccuracies in AI replies, businesses can provide feedback to Meta to help continuously optimize service quality.
In addition to AI features, WhatsApp has also launched new capabilities for connecting to business platforms. Businesses can link their WhatsApp business application with their business platform by scanning a QR code, allowing for unified account management. Notably, during the setup process, the system supports transferring chat history from the last six months, but does not include group chat history.
This update reflects Meta's ongoing efforts in the AI field, showcasing its strategic intention to deeply integrate AI technology with instant messaging services. As the features continue to improve, WhatsApp is expected to provide enterprise users with smarter and more efficient business communication solutions.
