WhatsApp introduces a new chat filter to its business platform designed to streamline customer service by highlighting conversations that require human attention.
This tab “AI-Handoff” aims to make it easier for businesses to manage queries where automated answers fall short, Wabetainfo reported.
The new filter is specifically for WhatsApp business accounts using AI-driven answers. These AI tools are designed to automatically answer ordinary customer questions, draw information from the company’s profile, product catalog and policies.
Although effective in routine queries, AI response may not always handle complex or unusual situations. This is where the AI handled becomes crucial.
When a customer’s inquiry is too complicated or out of the extent of AI’s predefined knowledge, AI will mark the chat. These marked conversations are then collected in a dedicated “AI -Handoff” tab where business staff can quickly identify and address queries that need a personal touch.
The function ensures that even when AI Automatization is in place, companies can maintain timely and accurate customer support.
It is important to note that the AI-Handoff filter is displayed only to companies that have activated AI-driven answers as its purpose is to manage situations where the automated responses are inadequate and it would not be relevant without active AI-automation.
The filter acts as a bridge between automation and personal service and maintains the effectiveness of AI while ensuring that critical problems receive the necessary attention.
Companies also retain full control over the configuration of this filter, including how long a chat must remain noted before they are cleared, making the feature very adaptable to different business workflows.
The new feature that is currently available to some beta testers downloading the latest WhatsApp -Beta to Android 2.25.20.5 update from the Google Play store will be rolled out to even more people in the coming weeks.
