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WhatsApp is rolling out a new chat filter for its Business platform aimed at enhancing customer service by prioritizing conversations that need human intervention.
This feature, termed the “AI-handoff” tab, will assist businesses in managing queries that automated responses can’t effectively address, as reported by WABetaInfo.
The new filter targets WhatsApp Business accounts that utilize AI-driven replies. These automated tools are meant to swiftly handle common customer inquiries using information from the business’s profile, product catalog, and policies.
While AI responses can efficiently tackle routine questions, they often struggle with complex or atypical situations. This is where the AI-handoff filter plays a vital role.
When a customer’s question is too complicated or falls outside the AI’s predefined knowledge base, the AI will flag the interaction. These flagged queries are collected in a special “AI-handoff” tab, enabling business staff to quickly recognize and respond to questions that require a personal touch.
This enhancement ensures that businesses can deliver timely and accurate customer support, even in an automated setting.
It’s important to note that the AI-handoff filter will only be available for businesses that have enabled AI-driven replies, as its purpose is to address situations where automation isn’t sufficient.
The filter bridges the gap between automated service and personalized support, allowing businesses to harness AI’s efficiency while giving urgent issues the appropriate attention.
Companies also maintain full control over how this filter operates, including how long a chat should stay flagged before it is cleared, making it highly customizable to fit various business needs.
The new feature is currently in testing with select beta users who have downloaded the latest WhatsApp beta for Android version 2.25.20.5 from the Google Play Store, and it is expected to be available to a wider audience in the upcoming weeks.
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