At the third edition of its annual Business Summit in Mumbai, WhatsApp unveiled Meta Business Agent, an AI-powered solution designed to help businesses engage with customers, automate routine interactions 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.
According to WhatsApp, Meta Business Agent is designed to help businesses deliver faster and more personalised customer experiences by handling customer interactions end-to-end. The AI agent can answer business-specific queries, recommend products from a company’s catalogue, book appointments, qualify leads, assist with closing sales and seamlessly hand over conversations to human support teams whenever required.
Beyond customer interactions, the AI assistant also functions as an operational tool for businesses by surfacing insights from customer conversations, summarising missed interactions and helping business owners monitor day-to-day operations more efficiently.
For larger organisations, Meta launched the Meta Business Agent Platform, which provides the infrastructure to build and customise AI agents while integrating them with existing business systems such as Shopify, Zendesk and Shopee. Working alongside the WhatsApp Business Platform, the solution offers enterprise-grade scalability, governance controls and performance measurement capabilities.
During the event, WhatsApp showcased how early adopters including Swiggy, Madhulika Enterprises and Kaizen Adventours are already using the Meta Business Agent Platform to create AI-powered customer experiences and strengthen engagement.
The company also announced new discovery features aimed at helping users connect with businesses more easily. In the coming months, people will be able to search for businesses by name directly within WhatsApp Search and share business contacts with friends and family, making it easier to discover and interact with trusted businesses on the platform.
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.”
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 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 Adventures is a leading adventure travel company specializing in professionally managed Ladakh bike expeditions and Himalayan road trips. Sharing his views on the 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.”
