Mumbai: Meta Business Agent took center stage at the third edition of WhatsApp’s annual Business Summit in Mumbai, where the company announced a new AI-powered solution designed to help businesses engage with customers, streamline operations and provide personalized support around the clock.
Alongside the announcement, WhatsApp also introduced the Meta Business Agent Platform, enabling large enterprises to build, customize and deploy AI-powered business agents at scale.
Designed to help businesses deliver faster and more personalized customer experiences, Meta Business Agent enables companies to engage with customers as though they have an unlimited support team available at all times.
The AI-powered solution is intended to improve customer interactions while helping businesses manage routine operations more efficiently.
As businesses increasingly seek better customer engagement and operational efficiency, Meta Business Agent is built to support key customer interactions from beginning to end, 24 hours a day.
Its capabilities include:
- Answering business-specific customer questions
- Recommending products from a business’s catalog
- Booking appointments and qualifying incoming leads
- Allowing business owners to decide when a human team member should take over customer support
- Helping businesses close sales
Beyond customer-facing interactions, Meta Business Agent also serves as an operational assistant for business owners by providing summaries of missed conversations, surfacing insights from customer interactions and helping businesses stay informed while focusing on growth.
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Arun Srinivas, Managing Director & Country Head, Meta in India, said: “India has emerged as one of the most dynamic markets for conversational business globally, with messaging becoming the preferred way for people and businesses to connect.
As AI becomes more central to the transformation of the way businesses operate, Meta Business Agent represents the next step in that journey – helping businesses harness AI to strengthen customer relationships, improve efficiency, and unlock growth.”
Meta Business Agent Platform launched for large enterprises
Alongside the AI assistant, WhatsApp announced the launch of the Meta Business Agent Platform, aimed at enterprises that require infrastructure to build, customize and deploy Meta Business Agent solutions at scale.
The platform enables organizations to create AI-powered business agents while integrating with existing enterprise systems, including Shopify, Zendesk and Shopee.
Working alongside the WhatsApp Business Platform, the solution offers enterprise-grade scalability, administrative controls and performance measurement capabilities.
WhatsApp also highlighted how early adopters including Swiggy, Madhulika Enterprises and Kaizen Adventours are already using the Meta Business Agent Platform to enhance customer experiences and strengthen customer relationships.
Swiggy adopts Meta Business Agent for onboarding
Rohan Chhazed, Vice President- Product, Rider and Post Order Consumer Experience, Swiggy Food Marketplace, said: “Technology delivers the best value when it simplifies everyday experiences for users. By bringing our delivery partner onboarding within WhatsApp with the Meta Business Agent, we are creating a faster and more intuitive journey in a platform that is already familiar to millions.
This reflects our broader vision of using conversational AI to reduce complexity and make business interactions more seamless at scale. Conversational commerce is the future of how businesses will interact with their ecosystem, and we’re excited to be at the forefront of this shift with Meta.”
Madhulika Enterprises reports higher conversions
Madhulika Vikram, Founder, Madhulika Enterprises, said: “In the beauty business, clients expect immediate attention. If you don’t reply in minutes, they’ve already moved on. As demand grew across bridal bookings, makeup courses and beauty products, we were managing hundreds of customer enquiries.
Meta Business Agent was a game changer for us, because it learns about your business and handles conversations with customers. We’ve seen a 25-30% increase in conversions since we have enabled the Meta Business Agent. It’s taken care of 50-60% of my repetitive workload.”
Kaizen Adventours highlights faster customer response
Kaizen Adventours, an adventure travel company specializing in Ladakh bike expeditions and Himalayan road trips, also shared its experience with Meta Business Agent.
Amit Hooda, Founder, Kaizen Adventours, said: “Meta Business Agent helped Kaizen Adventours instantly respond to inquiries about Ladakh tours, pricing, itineraries, and bike rentals.
It reduces response times, handles peak-season volumes, ensures 24/7 accuracy, and lets our team focus on operations—strengthening conversions and customer experience.”
WhatsApp to make business discovery easier
WhatsApp also announced new discovery features that will make it easier for users to find businesses powered by Meta Business Agent.
Soon, users will be able to search for businesses directly by name within WhatsApp Search or share business contacts with friends and family, making it easier to connect with trusted businesses.
Businesses interested in enabling Meta Business Agent can join the waitlist for access to the platform.
