Meta has officially launched Business AI, an artificial intelligence-powered customer service agent designed to revolutionize how businesses interact with customers across its suite of platforms. The announcement marks the social media giant’s most significant effort to monetize its AI investments beyond traditional advertising revenue streams.
The new tool enables businesses to provide personalized, round-the-clock customer support across Facebook, Instagram, WhatsApp, and third-party websites. Business AI leverages machine learning to analyze a company’s existing social media content, advertising campaigns, and website materials, allowing it to deliver customized responses and guide customers through the entire purchasing journey.
“Business AI aims to deliver that 24-seven personalized service that every consumer, every person, wants from the businesses,” said Clara Shih, Meta’s head of business AI who joined the company from Salesforce in late 2024.
Competitive Pricing Strategy
Meta’s entry into the AI agent market comes amid intensifying competition, following Amazon’s launch of its own AI agent for third-party sellers last month. The company has adopted a tiered pricing model to attract businesses of varying sizes.
Business AI is available free of charge when integrated into Facebook and Instagram advertisements, enabling customers to ask questions and complete purchases directly through ad interfaces. Companies seeking to deploy the assistant on their proprietary websites will pay a fee that Meta claims is lower than competing market alternatives, though specific pricing details remain undisclosed.
Global Rollout Timeline
The service made its debut in Mexico and the Philippines via WhatsApp and Messenger, with broader international expansion scheduled for 2026. U.S.-based businesses can already access Business AI for their websites and Meta advertising campaigns.
To ensure comprehensive customer support, Meta has established partnerships with enterprise technology leaders including Salesforce, Microsoft, ServiceNow, and Zendesk. These integrations allow complex customer inquiries that exceed the AI’s capabilities to be seamlessly transferred to human representatives or specialized support systems.
Privacy Concerns and Data Usage
The Business AI launch coincides with Meta’s controversial update to its data usage policies. Beginning December 16, the company will utilize conversations with Meta AI to personalize content and advertisements across its platforms—a change that users cannot opt out of. However, Meta has stated that discussions involving sensitive subjects such as religion, health, or politics will be excluded from advertisement targeting.
Expanded AI Ecosystem
Beyond Business AI, Meta introduced several complementary tools aimed at enhancing advertiser capabilities. These include AI-generated music for video advertisements, multilingual dubbing features, and virtual try-on technology that allows shoppers to upload personal photos to visualize how clothing items will look on them.
Additionally, Meta unveiled an AI business assistant integrated within its Ads Manager platform, designed to help advertisers optimize campaign performance and resolve account-related issues more efficiently.
The comprehensive AI toolkit signals Meta’s strategic pivot toward positioning artificial intelligence as a core revenue driver, potentially reshaping how millions of businesses worldwide engage with customers in the digital marketplace.
