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WhatsApp wants AI to 'quietly' find what users need, manage bookings and appointments: Kunal Shah

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WhatsApp wants AI to 'quietly' find what users need, manage bookings and appointments: Kunal Shah

WhatsApp plans to use artificial intelligence (AI) to quietly find what users need and manage bookings and appointments, among other things, global head Kunal Shah said in a post outlining his priorities for the messaging platform.

“It should quietly find what you need, get things done and make sure you never miss a booking or an appointment,” Shah said, describing AI as a way to make WhatsApp more useful for everyday tasks.

The CRED founder, who took over as WhatsApp’s global head in June, said his first few months at the Meta-owned company had been focused on understanding what users wanted from the platform, which has more than 3 billion users globally.

The company's ambition is to make everyday transactions on WhatsApp as simple as sending a message. Shah said users often start activities such as paying a bill, borrowing money or arranging travel in a chat but have to switch to other services to complete them.

WhatsApp is working with financial services and telecom partners to change that.

The push comes as WhatsApp looks to revive its broader payments ambitions, particularly in India, where WhatsApp Pay has struggled to gain traction despite the messaging platform having more than 500 million users.

In August 2025, WhatsApp processed about 78 million UPI transactions, compared with 9.15 billion on PhonePe and 7.06 billion on Google Pay, according to NPCI data.

That's since WhatsApp’s user onboarding restrictions for UPI were removed by NPCI in December 2024, allowing it to extend WhatsApp Pay to its entire user base in India.


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