WhatsApp has announced a new AI feature for business chat management. The AI-Handoff Chat Filter, included in the Android update (version 2.25.18.25), aims to automatically find chats that need human replies.
It will gather conversations where AI responses fall short or where customers ask for a human agent. Right now, WhatsApp’s Business AI handles simple questions about hours or products. When questions are more complex or customers want to speak with a person, the AI will flag those chats for manual help.
Here is what it will look like, courtesy of WABetaInfo.
This feature provides businesses with a smart filter that groups these conversations into a separate list. As a result, businesses can quickly address customer inquiries that require personalized attention, improving response time and overall service quality.
Benefits for Businesses
- Increased Efficiency: The system helps businesses focus on high-priority customer interactions, reducing the need to sift through all chats manually.
- Seamless Customer Support: It ensures a smooth transition from automated AI replies to human support when needed.
- Customizable Controls: Businesses can manage how and when chats are removed from the list, ensuring full control over customer communication.
Availability
The AI-Handoff Chat Filter is still in development and not yet available for testing. It should be released soon, helping businesses improve service and better combine AI with human help.
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