Mumbai: WhatsApp hosted the third edition of its annual Business Summit in India, where it announced Meta Business Agent, an AI-powered solution designed to help businesses engage with customers and manage operations around the clock. The company also introduced the Meta Business Agent Platform, enabling large enterprises to build, customise and deploy AI-powered business agents at scale.
Designed to help businesses deliver faster and more personalised customer experiences, Meta Business Agent can manage a range of customer interactions, including answering business-specific queries, recommending products from a business catalogue, booking appointments, qualifying leads, supporting sales and enabling businesses to decide when human intervention is required.
Beyond customer interactions, the AI assistant also provides business owners with conversation insights and summaries of missed interactions, helping them streamline operations and focus on growth.
Commenting on the launch, 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 for enterprises
Alongside the AI assistant, Meta announced the availability of the Meta Business Agent Platform for large enterprises. The platform provides the infrastructure for businesses to build, customise and deploy AI-powered agents while integrating with existing business systems, including Shopify, Zendesk and Shopee. Working alongside the WhatsApp Business Platform, it offers enterprise-grade scalability, controls and measurement capabilities.
At the summit, WhatsApp also showcased how early adopters including Swiggy, Madhulika Enterprises and Kaizen Adventours are using the platform to enhance customer engagement and business operations.
Speaking about the collaboration, 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.”
Sharing her experience, 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.”
Commenting on the platform, 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.”
Enhancing business discovery on WhatsApp
WhatsApp also announced new discovery features that will make it easier for users to find businesses powered by Meta Business Agent. Soon, people will be able to search for businesses by name directly within WhatsApp Search and share business contacts with friends and family, enabling easier access to trusted businesses through the platform.
