WhatsApp presents a new cat filter for its commercial platform which is designed to rationalize customer service by highlighting conversations that require human attention.
This “Ai-Handoff” tab aims to allow companies to more easily manage requests where automated responses fail, Wabetainfo reported.
The new filter is specifically for WhatsApp sales accounts which use responses powered by AI. These AI tools are designed to automatically answer customer questions, drawing information from the profile, product catalog and business policies.
Although effective for routine queries, AI responses cannot always manage complex or unusual situations. This is where the A-Handoff filter becomes crucial.
When the request of a customer is too complex or apart from the scope of predefined AI knowledge, AI will denounce the cat. These reported conversations are then collected in a dedicated “Ai-Handoff” tab, where business staff can quickly identify and respond to requests that need a personal touch.
The functionality guarantees that even when AI automation is in place, companies can maintain opportune and precise customer support.
It is important to note that the Ai-Handoff filter will only appear for companies that have enabled AI-powered responses, because its objective is to manage situations where these automated responses are insufficient and would not be relevant without active AI automation.
The filter acts as a bridge between automation and personalized service, maintaining the effectiveness of AI while ensuring that critical problems receive the necessary attention.
Companies also retain a total control over the configuration of this filter, in particular the duration of the list of a cat before being erased, which makes the functionality very adaptable to the various commercial workflows.
The new feature, which is currently available for some beta testers that download the latest WhatsApp update for Android 2.25.20.5 of the Google Play Store, should be deployed for even more people in the coming weeks.
