AnyMind Group [TSE:5027], a BPaaS company for marketing, e-commerce and digital transformation, has announced that its AI customer service agent feature launched in March 2025 on its conversational commerce platform, AnyChat, is now connected to WhatsApp. This feature was previously available only for LINE.
In April 2025, Meta revealed that WhatsApp has more than 3 billion monthly active users globally. In addition, the Asia-Pacific region is home to three of the top five countries with the most WhatsApp Users: India, Indonesia and the Philippines. With the extension of the AI customer service agent feature on AnyChat, businesses and online merchants in markets such as India, Indonesia, the Philippines, Malaysia and Singapore, and any other region that has WhatsApp users, can now leverage AnyChat to automatically handle initial customer inquiries on WhatsApp by using LLMs to understand free-text messages.
For businesses and merchants serving customers on WhatsApp’s vast user base, especially those handling thousands of customer inquiries daily with only human operators, integrating AnyChat’s AI customer service agent into existing customer service workflows holds the potential to dramatically transform customer support. In a 3-month study, between March 2025 and June 2025, done with leading global water flosser brand, Waterpik, using AnyChat’s AI customer service agent feature on LINE, Waterpik was able to tap on AI to respond to a quarter of all customer inquiries.
Unlike typical chatbots, AnyChat’s AI customer service agents can understand questions in natural language and generate responses based on brand-approved guardrails and inputs, reducing operational workload and eliminating the risk of hallucinated answers.
It also collects key information such as order ID and customer name, allowing human customer service agents to take over seamlessly when needed. AnyChat also stores historical conversation data, helping businesses and online merchants to identify common inquiries and continuously improve response templates. In addition, product information (such as seasonal products) can be easily updated at any time, enabling businesses to always provide the most up-to-date information to customers.
On the extension of AnyChat’s AI customer service agent feature to WhatsApp, Aditya Aima, Managing Director, Growth Markets; Co-MD, India and MENA, AnyMind Group said. “For most Indian consumers, WhatsApp is the first and often the only touchpoint with a brand. That’s why this integration matters. It’s not about adding another tool, but about helping businesses have faster, more meaningful conversations with their customers, without overloading their teams. It’s a small shift with the potential for real, lasting impact.”
AnyChat is a conversational commerce platform that enables enterprises and customer service teams to drive customer engagement across multiple chat platforms through a single dashboard. AnyChat is connected with various messaging and e-commerce platforms, including LINE, WhatsApp, Messenger, Instagram, Shopee and Lazada. Launched as a standalone platform, AnyChat is now integrated into AnyMind Group’s e-commerce management platform, AnyX, a unified platform for e-commerce analytics, store management, customer relationship management, logistics, and more.
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