WhatsApp is rolling out a new “AI-handoff” tab to the chat filters on its business platform which is designed to enhance customer service and to streamline the management of customer inquiries that require human intervention.
According to WABetaInfo, this innovative tool will assist businesses using AI-powered responses by flagging conversations that automated replies cannot effectively address.
While these AI tools can efficiently handle routine queries by accessing information from the business’s profile, product catalog, and policies, they struggle with complex or unusual customer issues.
When an inquiry falls outside the AI’s predefined knowledge base, it will be marked for review. Flagged conversations will then be stored in the dedicated “AI-handoff” tab, allowing staff to easily identify and respond to requests needing personal attention.
This new feature in Meta’s popular instant messaging app ensures that, even in a landscape dominated by automation, businesses can provide timely and accurate support, enhancing the overall customer experience.
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.
