WhatsApp has launched “Business AI” in India, introducing AI-powered customer support capabilities for small and medium businesses through the WhatsApp Business app. The feature, available in all native Indian languages, is designed to help businesses respond to customer queries 24/7, capture leads, recommend products, book appointments and drive sales without requiring additional software platforms.
The company said Business AI can be customised using a business’s own information, enabling automated replies to queries related to products, pricing, discounts, shipping and services. WhatsApp also plans to introduce UPI-based payment support directly within chats in the coming months. Businesses will continue to have full control and can step in to handle conversations whenever necessary.
According to a 2025 Kantar study, 91 per cent of online adults in India interact with businesses weekly through messaging platforms, highlighting the growing importance of conversational commerce. Ravi Garg, Director of Business Messaging at Meta India, said the AI-powered solution would help small businesses tackle high customer query volumes with limited resources.
Businesses testing the feature have already reported strong growth. Plant-based personal care brand Soil Concept said its conversion rate increased to 80-90 per cent with round-the-clock AI support, while gifting platform The Purple Sunset reported a 40 per cent rise in sales and 6-7 daily orders generated through AI-assisted conversations.
In Kolkata, the rollout is expected to benefit thousands of local traders, boutique sellers and small online businesses that rely heavily on WhatsApp for customer communication. Businesses in sectors such as fashion, gifting, food delivery and handicrafts are likely to gain from multilingual automated support and faster customer response times, especially during festive and seasonal sales periods in the Kolkata market.
