WhatsApp Overhauls In-App Support Process with AI-Based Chatbot

WhatsApp is streamlining its in-app support process by replacing the old form-based system with an AI-based chatbot. The chatbot will try to understand the issue, search WhatsApp's help docs, and provide a solution in natural language. If necessary, it can ask for more information before escalating the conversation to a human. This change is part of a larger trend towards AI-based support, which can handle common issues and allow human agents to focus on more complex cases.

WhatsApp is revolutionizing its in-app support process by introducing an AI-based chatbot, aiming to enhance user experience and efficiency. The new system replaces the traditional form-based approach, which often involved lengthy waiting periods for support responses. The AI chatbot, now accessible via Settings Help Help Center Contact Us, engages users in a conversational manner, attempting to understand and resolve issues in natural language.

According to WABetaInfo, this AI-based support feature has been rolled out on the TestFlight beta version of WhatsApp and is gradually becoming available to regular users. The chatbot initially interacts with users, searches WhatsApp's help documentation, and provides solutions. If further assistance is needed, it can request additional information before escalating the conversation to a human support agent. This approach allows the AI to handle common issues, freeing up human agents to focus on more complex problems.

The adoption of AI in customer support is a growing trend across various industries. WhatsApp's move towards AI-based support is part of a broader trend where companies are leveraging artificial intelligence to manage routine queries, thereby improving response times and operational efficiency. For instance, companies like Apple have also been exploring the integration of generative AI assistants to handle common support issues automatically, as reported by The Hackett Group [3].

However, the integration of AI in customer support is not without its challenges. A recent court ruling in Korea highlights the importance of data privacy and consent. The Seoul Eastern District Court ordered Scatter Lab to pay damages to users whose private messages were used without proper consent to train an AI chatbot named Lee Luda [2]. This case underscores the need for companies to secure explicit user permission before using personal data for AI training.

While the rollout of AI-based support on WhatsApp is still in its early stages, it is expected to bring significant improvements in user satisfaction and operational efficiency. The integration of AI in customer support is likely to become more prevalent, driven by the need to handle the increasing volume of customer queries and the potential for AI to deliver more efficient and personalized support experiences.

References:
[1] https://9to5mac.com/2025/07/18/whatsapp-streamlines-in-app-support-process/
[2] https://koreajoongangdaily.joins.com/news/2025-07-17/national/socialAffairs/AI-chatbot-Lee-Luda-popular-for-sounding-natural-until-users-realized-it-used-data-from-private-chats/2353227
[3] https://www.thehackettgroup.com/ai-implementation-services/