3. Meta Introduces AI Chat for Ads and Customer Queries
Meta is rapidly advancing its AI capabilities across Messenger and WhatsApp, introducing AI chat assistants that help brands automate customer interactions and even recommend products directly within conversations. These AI tools are now available in select countries and are being tested for broader rollout, with features like product recommendations, answering common questions, and generating images or tailored content ideas.
What’s happening?
Meta AI is accessible in WhatsApp, Messenger, and soon Instagram Direct, enabling users and businesses to interact with AI assistants by simply mentioning “@MetaAI” in group or individual chats. The AI can answer questions, provide recommendations, and help with tasks like planning, brainstorming, or discovering relevant content, making it a versatile on-call assistant for both customers and brands.
A dedicated Meta AI app is also available for Android and iOS, offering more personalised experiences and advanced features like voice conversations and image generation.
Key benefits for brands
- Save time on customer replies:
Automate responses to common queries, freeing up your team for more complex customer needs. - Personalise shopping journeys:
Use AI to recommend products, answer questions about inventory, and provide tailored suggestions based on customer preferences. - Enhance engagement:
AI can join group chats to help with planning, answer questions, and keep conversations flowing, which is ideal for community management and customer support. - Curated content discovery:
Customers can request relevant content (like product demos or inspiration) directly in chat, making shopping more interactive and intuitive.
What you should know
- Rollout is ongoing:
These features are currently available in select countries and languages (including English, Spanish, Portuguese, French, and Hindi), with wider availability expected soon. - Privacy and control:
AI interactions are optional and separate from personal messages, which remain end-to-end encrypted. Users can delete AI chats and request deletion of shared information. - Early days, but promising:
While adoption is still growing, early feedback suggests Meta AI is a valuable tool for retail and service businesses looking to streamline customer service and boost engagement.
Meta’s AI chat assistants are transforming how brands interact with customers, making support faster, shopping more personalised, and conversations more engaging. If you’re in retail or services, now is the time to explore how these features can benefit your business.