WhatsApp streamlines in-app support process

If you’ve ever tried to get in-app support on WhatsApp, you know the process used to start with filling out a form, possibly attaching a few files, and waiting for a support rep to eventually get in touch.

Now, that form is on its way out, and the screening process is, you guessed it, becoming AI-based. But that’s not necessarily a bad thing.

Out with the form, in with AI

Unless you’re Stephen Hackett, support knowledge bases are never fun to navigate, especially if you are…