What is a WhatsApp AI agent?
A WhatsApp AI agent is an AI program that chats with customers on WhatsApp, answers questions from approved information, collects details and hands complex cases to a person. Unlike a menu bot, it understands messages written in everyday language, including Bahasa Malaysia and English, and can act in connected systems.
How is it different from a chatbot?
A simple chatbot follows fixed menus or keywords. An AI agent understands free text, keeps the context of the conversation and can take steps such as creating a booking or a ticket in your system.
What does a business need to run one?
An account on the WhatsApp Business Platform, the approved information the agent may answer from, and a team member who takes over complex conversations.
What should it never do?
It should not invent prices or promises, and it should say it is an AI. Good agents hand over to a person instead of guessing.
