WhatsApp is doubling down on artificial intelligence, introducing new voice-calling capabilities and product recommendation tools for businesses—another step toward turning the platform into a full-service commerce and support hub.
What’s new:
- WhatsApp will now allow large businesses to reach customers via voice calls through its Business API—marking the company’s first official move into AI-powered voice interactions.
- The feature will roll out in the coming weeks and supports two-way calling, a capability missing in earlier tests last year.
- WhatsApp also plans to let users send and receive voice messages from businesses.
- Meta is exploring AI agents for voice-based customer support, enabling integration with startups like Vapi, ElevenLabs, Coval, or Phonic.
Zoom in:
- Small businesses have been able to make voice calls on WhatsApp for some time. This update levels the playing field for larger enterprises, which can now deploy automated or human support via voice.
- AI product recommendations are also in the works—positioning WhatsApp as both a storefront and support center.
By the numbers:
- WhatsApp Business now boasts 200 million+ monthly active users.
- Meta monetizes the platform through click-to-WhatsApp ads and fees for messaging services used by merchants.
Yes, but:
- Meta isn’t charging for its AI tools—yet. Executives have hinted that pricing could come once usage scales and businesses begin to depend on these capabilities.
What’s next
Expect more AI features focused on automation and personalization as WhatsApp continues to build a commerce engine inside the world’s most popular messaging app.
Source: Techcrunch
