Meta AI agent to help businesses handle customer engagement

Zuckerberg

By Juliet Umeh

Facebook, Instagram, and whatsapp users may now face AI customer Agent when they have issues or seevice inquiries.

That is as Meta, their parent body has introduced a new artificial intelligence solution, the Meta Business Agent, designed to help businesses of all sizes engage customers 24/7, automate services, and scale operations across WhatsApp, Messenger and Instagram.

The announcement was made at Meta’s Conversations 2026 event held in London, where the company outlined its vision of an always-on digital business ecosystem powered by AI.

According to Meta, the Business Agent will enable companies to respond to customer enquiries in real time, provide personalised recommendations, book appointments, qualify leads, and even close sales, while escalating complex requests to human staff when necessary.

The company said over one million businesses are already using early versions of the agent on WhatsApp and Messenger, with plans to expand access globally to businesses of all sizes.

“Customers expect instant responses, but no team can be everywhere at once. Meta Business Agent is designed to ensure every business can show up for every customer, in every moment,” the company said.

Meta explained that the tool can be set up within minutes or integrated into existing enterprise systems, allowing businesses to significantly scale output while maintaining personalised customer interactions in local languages and brand tone.

The company also announced expansion of the agent to Instagram, where businesses increasingly connect with customers.

It added that while the service is currently available free of charge, it will later be incorporated into paid subscription plans with flexible options for businesses of different sizes.

Meta further disclosed new improvements to WhatsApp search functionality, which will allow users to discover businesses powered by the Business Agent by searching names directly or sharing contact details within chats.

Beyond customer-facing functions, Meta said the Business Agent will also serve as a support tool for business owners by providing summaries of missed chats, performance insights, and operational updates.