WhatsApp has announced the launch of “Business AI” in India, enabling small businesses to use artificial intelligence-powered customer support directly through the WhatsApp Business app. The feature, available in all native Indian languages, aims to help businesses respond to customer queries round the clock, recommend products, capture leads, book appointments and boost sales without requiring additional software or platforms. The new tool allows businesses to automate replies to frequently asked questions related to products, pricing, discounts, delivery and services. WhatsApp said the feature will soon support UPI-based payments directly within chats. Business owners can also take over conversations whenever complex customer queries arise.
According to a 2025 Kantar study cited by the company, 91 per cent of online adults in India communicate with businesses weekly through messaging platforms, making WhatsApp a key channel for customer engagement. Ravi Garg, Director of Business Messaging at Meta India, said the AI tool would help small businesses manage large customer volumes despite limited resources. Several businesses testing the feature have reported growth in sales and customer engagement. Personal care brand Soil Concept claimed its conversion rate rose to 80-90 per cent with 24/7 AI support, while gifting business The Purple Sunset reported a 40 per cent increase in sales.
In Kolkata, traders and small online sellers in the city are expected to benefit significantly from the feature as WhatsApp remains one of the most widely used business communication platforms in eastern India. Local entrepreneurs dealing in garments, gifting products, food delivery and handicrafts may particularly gain from automated multilingual customer support and faster order handling during peak festive demand.