Meta launches AI business agents for customer service automation

Meta Platforms (NASDAQ: META) announced the launch of Meta Business Agent, an artificial intelligence tool designed to help businesses automate customer interactions across WhatsApp, Messenger, and Instagram.

The company stated that more than one million businesses already use a Meta Business Agent on WhatsApp and Messenger to respond to customers. The AI tool can answer business-specific questions, make product recommendations, book appointments, qualify leads, and close sales, according to the announcement.

Meta said businesses can set up the agent within minutes and it will respond in customers' local languages using the business's tone. The service allows businesses to decide when human team members should step in to provide support.

The company is expanding Business Agent access to Instagram and making it available to businesses globally. Initial access is free, with paid subscription offerings planned for the coming months.

Meta also introduced the Meta Business Agent Platform, which provides infrastructure for larger businesses to build, customize, and deploy agents at scale. The platform connects to systems including Shopify, Zendesk, and Shopee, enabling agents to take actions on behalf of businesses.

The Business Agent also functions as a briefing tool, providing morning summaries of overnight customer chats and insights on message threads. This feature is initially available to select businesses using WhatsApp Business app, Instagram Pro, Messenger, and Meta Business Suite.

Meta plans to add discovery features that will allow WhatsApp users to find businesses with Business Agents by typing business names in the search bar or sharing contact information in chats.

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