AI + WhatsApp Business Platform: Use Cases To Transform Your Customer Engagement

The combination of WhatsApp Business Platform and AI is touted to be a potential enabler to level up the customer experience and growth for modern businesses. With 3 Bn+ users on WhatsApp chatting in their personal space and now with businesses engaging their users, it’s the perfect opportunity for them to add AI elements to make engagement with users fast, smart, and scalable. AI helps automate tasks, personalizing their experience, saving time, resources, and effort.

Why is AI essential to any business?

• AI can help the business with scalability: Automating high-volume conversations and the ability to handle thousands of conversations concurrently
• Round-the-Clock 24x7 availability: Businesses are not dependent on the availability of human resources anymore to respond to customer inquiries
• Low operating Cost: With AI conversations in place, businesses can stand to significantly lower their operating costs with zero to minimal chat agent cost
• Superior Customer Experience: AI conversations enable businesses to provide instant, personalized, consistent, and error-free replies with almost human-like responses

Key Advantages of adding AI conversations to the WhatsApp Business Platform:

• Instant Responses: Customer can get replies within a few seconds to their queries with almost zero wait time
• Standard and Accurate Response: AI enables all the responses to be highly accurate and standardised
• Personalised Response: The AI agent integrated with the internal system can instantly fetch all the customer details and personalize the response accordingly

With a bunch of advantages that AI brings to any business, this helps businesses develop customer loyalty, drive business growth, and cut costs as key strategic benefits.

How can you get started?

While AI, WhatsApp Business Platform, and integrating them with other systems seem complex, it’s simple to set up using a solution like Chaka Chat without any coding. You can create a WhatsApp Business Platform account, connect your Facebook account to enable WhatsApp Messaging, and start using AI conversations. You can add your FAQ webpage or other content, and you are all set for your business to automate the conversations with the AI bot.

We are trying to walk you through some of the top use cases of AI integrated in a WhatsApp Business Platform (Cloud API) solution and how businesses of all sizes can transform their business and race ahead of their peers in providing an innovative customer experience.

1. Customer Support with AI chatbots

Scenario: Imagine you are a business and your manned communication channels operate between 9 AM and 8 PM. A customer reached out to you on WhatsApp at 2 AM to check on his order status. With nobody to respond to him at this hour, he is kept hanging for another 7-odd hours before he gets a response to a basic query. Such situations could lead to poor customer experience, loss of potential revenue, lower repeat customer rates, poor NPS, and other issues impacting your business negatively in the long run.

Solution: Use a WhatsApp Business Platform (e.g., Chakra Chat) and integrate it with your ERP/Order management system, etc. Add the AI-assistant feature and add relevant automations, content, and FAQs to enable the AI bot to answer all (almost) queries of any user or customer during non-business hours specifically.

• What is the status of my order? The AI bot fetches the order status from the OMS and promptly responds on chat, “Your order is expected to be delivered on Tuesday.”
• Do you deliver products in Dubai? Yes, we ship products to Dubai at NO extra delivery fee.

2. Product Recommendations

Scenario: An online fashion e-commerce business is struggling to respond promptly to user queries regarding product searches, product specifications, etc. A big chunk of their customers are older women who are not very tech savvy to navigate their website and checkout on their own. So they added a chat on WhatsApp option, but it only adds to the cost while not delivering an adequate experience, and this leads to flat conversion.

Solution: The business added the AI-Chatbot, integrating with its shopping store (Shopify), enabling the AI-assistant to recommend products, fetch product details, suggest product baskets, and also enable the subsequent shopping flows till checkout - Add to Cart, Review Order, Add Payment, etc.

• Could you suggest to me silver earrings, Hoop style, priced between $100 to $300 for gifting to young girls?  The bot uses the input details as filters to create a list of 5 products to recommend to the user in a chat
• I need a purse for gifting purposes under $200, which can be delivered by tomorrow. The AI-assistant fetches 2 options of purses, which can be delivered by tomorrow

3. Schedule Appointments without a hassle:

Scenario: Imagine you are a service business, say a Pet Clinic or a Salon. Customers call you to book their appointments, where a business agent coordinates the engagement, updates them on free slots, and then proceeds with the booking on behalf of the customer. You have a resource engaged with a customer, taking a good 5-10 minutes. The entire experience could simply be automated using a simple Chatbot or an AI-bot.

Solution: The AI-bot could conversationally automate the entire process, providing a human-like experience to the customer.

• I want to book an appointment for hair-cutting tomorrow morning
• Hi Mr ABC, I see we don’t have slots tomorrow morning at your preferred store in MG Road. We do have slots in the morning at Phoenix Mall or slots in the afternoon in the MG Road store.
• Please book one in the Phoenix Mall store.
• I am pleased to confirm your hair-cutting appointment for tomorrow, 10:30 AM, Phoenix Mall store.

4. Marketing and Promotions Activity

Scenario: You are a lifestyle brand and have an upcoming sales event. You are aiming to amplify the sales announcement across all channels like emailers, promotional calling, digital ads, and much more. You are exploring other ways to promote your sales to customers in a more personalized manner.

Solution: You employ a WhatsApp AI-bot flow to send a personalized sale promotion communication at the end of every conversation customers have with your business on WhatsApp. The bot uses the customer's shopping preferences to tailor a message based on their taste

• We hope we were able to answer your questions. For any other clarifications, please feel free to reach out.
• Before you go, do not forget to check out our upcoming sales event on 20th June 2025. We have some amazing offers on your favorite fashion jewelry, shoes with up to 25% OFF. Use the code MANU5 to get an extra 5% off on selected products

5. Automate the FAQs responses

Scenario: Several customer queries on email, chat, or call are the usual repetitive FAQ type questions. Such inquiries should be answered instantly, and not much effort should be wasted.

Solution: AI should answer all such queries (return policy, business working hours, shipping terms, etc) without human intervention.

• Customer: How many loyalty points can I redeem in a single order
• AI response: You may redeem up to 100 loyalty points in a single order

6. Lead Qualification and Nurturing

Scenario: A movers and packers business gets 100s of leads every day. Quite a lot of such leads do not have specific details like volume of items to be shipped, date of moving, and location. They employ a team to call/email such leads and gather information, often requiring multiple attempts to complete the request form.

Solution: Deploy a workflow so that leads with insufficient details get added to a Lead Qualification campaign. A WhatsApp template message is sent to the lead contact requesting more information about their requirement. As the customer replies, the AI-bot gets activated and gathers more information in a conversational manner.

• Template Message: Hi Customer, we request you to provide additional details about your requirement.
• Share your Location: 123, ABC Road, London
• Please share the list of items: 2 Sofas, 3 Beds, 1 Dining Table, 5 appliances
• Date of moving: 4th June 2025
• Thanks for sharing your requirement with us. Our representative will reach out to confirm the request shortly.

Conclusion:

Businesses are increasingly adopting AI-enabled conversations with the majority of their customers already on WhatsApp, and AI is providing superior benefits over static chatbot flows: dynamic conversations, more accurate and consistent responses, and a more natural conversation, helping them across use cases in sales, marketing, support, operations, and others.