- Meta launches AI agent to handle customer messages as first port of call
- Automation will mean that only the most complex queries will be directed to humans
- Its tools will connect with third parties and will be available on WhatsApp, Instagram and more.
Meta has finally launched its AI-powered customer service tool, Meta Business Agent, after nearly two years of testing in select markets, including India and Mexico.
The tool is designed to act as a first point of contact, answering customer questions, recommending products and booking appointments.
Under Meta’s new form of customer service, consumers will first interact with an AI agent before being redirected to a human agent for more complex queries.
Although available through WhatsApp Business, the Meta tool will also roll out to the social media giant’s other platforms, including Instagram direct messages, Messenger, and Meta Business Suite.
Because it uses AI, Meta says its agent can be highly customizable for any user, accurately reflecting aspects such as brand voice, products and services.
In the future, the company also envisions agent AI helping in market research, product feature analysis, and more.
And for humans who stay in the loop, Meta is also planning recaps of chats that took place after hours, daily briefings, and other interaction ideas.
Additionally, in an era of increased interoperability and regulatory scrutiny, Facebook’s parent company says businesses will also be able to create custom agents connected to software like Shopify, Zendesk, and more.
The availability of customer support tools on the platform is noteworthy, because WhatsApp now claims to have more than three billion users and 200 million businesses on its platform.
And of course, all of this is happening while existing e-commerce and customer service platforms are creating their own tools, with systems like MCP serving to bridge the gap between previously disconnected systems.
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