This representational image shows a person texting via WhatsApp. — Unsplash
WhatsApp is introducing a new chat filter for its Business platform which is designed to streamline customer service by highlighting conversations that require human attention.
This “AI-handoff” tab aims to make it easier for businesses to manage inquiries where automated responses fall short, WABetaInfo reported.
The new filter is specifically for WhatsApp Business accounts that use AI-powered replies. These AI tools are designed to automatically answer common customer questions, drawing information from the business’s profile, product catalog, and policies.
While efficient for routine queries, AI responses can’t always handle complex or unusual situations. This is where the AI-handoff filter becomes crucial.
When a customer’s inquiry is too intricate or outside the scope of the AI’s pre-defined knowledge, the AI will flag the chat. These flagged conversations are then collected in a dedicated “AI-handoff” tab, where business staff can quickly identify and address queries that need a personal touch.
This screenshot shows the new WhatsApp feature. — WABetaInfo
The feature ensures that even when AI automation is in place, businesses can maintain timely and accurate customer support.
It’s important to note that the AI-handoff filter will only appear for businesses that have enabled AI-powered replies, as its purpose is to manage situations where those automated responses are insufficient and it wouldn’t be relevant without active AI automation.
The filter acts as a bridge between automation and personalised service, maintaining the efficiency of AI while ensuring that critical issues receive the necessary attention.
Businesses also retain full control over the configuration of this filter, including how long a chat should remain listed before being cleared, making the feature highly adaptable to different business workflows.
The new feature, which is currently available to some beta testers who download the latest WhatsApp beta for Android 2.25.20.5 update from the Google Play Store, is set to be rolled out to even more people over the coming weeks.
