Kampala, Uganda: Meta has unveiled an AI-powered business messaging tool designed to automate and personalize customer interactions on WhatsApp and Messenger, a development experts say could reshape Uganda’s digital economy once rolled out locally.
The tool, currently available in select international markets, uses artificial intelligence to generate real-time, context-aware responses to customer queries.
It (tool) is intended to ease the workload of customer service teams and enable small and medium enterprises (SMEs) to engage customers more effectively without expanding their staff.
Ugandan digital expert Nyanzi Martin Luther described the innovation as timely for a fast-growing digital ecosystem.
“Automation through AI has the potential to help Ugandan businesses manage customer communication more efficiently. Given that many local enterprises operate with limited resources, these technologies could support scalability and responsiveness,” he said.
Analysts argue that while Uganda awaits formal access to the tool, the launch underscores the accelerating integration of AI into business operations across Africa, with implications for e-commerce, banking, and customer service sectors.
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