From Text to Talk: Meta Brings Voice Calling to Enterprises and ...
Meta is bringing new voice calling options to businesses on WhatsApp while continuing to explore how artificial intelligence can help with product recommendations and customer interactions. Small business accounts on WhatsApp have long been able to engage with customers via voice calls, but larger businesses were previously unable to access this feature. However, this is now changing as bigger businesses will soon have the ability to make use of voice calling through WhatsApp's API. This recent update will enable customers to directly call businesses, with businesses also having the capability to return calls to customers, a function that was not available during earlier testing conducted last year.
Voice Calls and AI Integration
These new voice calling options empower companies to establish AI-powered voice agents on WhatsApp. Various startups such as Vapi, ElevenLabs, Coval, and Phonic are already developing solutions aimed at managing customer service calls through artificial intelligence. These AI voice systems have the potential to play a significant role in customer interactions, facilitating businesses in automating various aspects of their support process.
AI Features in WhatsApp Business
Meta has been progressively introducing more AI features into WhatsApp's business suite. An AI-powered chat support tool that initially underwent testing last year is now being expanded to include more merchants in Mexico. This feature assists businesses in managing customer chats through automated responses, with its rollout now encompassing a broader group of users.
The company is also actively working on AI-driven product recommendations. Meta is in the process of developing methods for its AI to propose products to users during conversations with merchants. Following an initial recommendation, the AI could further assist by addressing subsequent inquiries or providing order updates via WhatsApp.
WhatsApp Business Growth and Revenue Model
With over 200 million monthly users, WhatsApp Business remains a crucial revenue source for Meta. The company monetizes through advertisements that direct users to WhatsApp, as well as by charging businesses for certain messaging tools available on the platform.
Currently, Meta's AI features are offered for free. However, as the company expands these services and they reach a larger audience of businesses, there is a possibility that Meta may introduce paid options for its AI tools in the future.
Rollout and Future Expectations
The latest updates, including voice calling for larger businesses, are now being deployed to WhatsApp's business clientele. A wider rollout to all users is anticipated over the upcoming weeks.
Note: This post was edited/created using GenAI tools.
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