WhatsApp head Kunal Shah has outlined plans to simplify everyday tasks within the messaging service and add artificial intelligence assistance, aiming to reduce the time users spend moving between chats and other tasks.
In a Nov. 10 post, Shah said WhatsApp was working with financial services and telecom partners to help users complete tasks such as paying bills, borrowing money and staying connected while traveling. He named no partners or markets for additional services and gave no launch dates.
Shah identified the time spent leaving a conversation to finish a task as a problem he wants to address. He did not describe a borrowing product or explain how the proposed services would work. His plans set a direction for WhatsApp rather than a timetable for new features.
His first priority is to make conversations easier and more expressive through voice notes, groups, stickers and video. Shah said users send more than 10 billion voice messages daily and share more than 4 billion stickers. WhatsApp records over 100 billion messages each day and 2 billion calls, he said.
For his third priority, Shah wants AI to help people find information, complete tasks and keep track of bookings and appointments. He did not specify how that assistance would be delivered. Shah said personal messages and calls would remain end-to-end encrypted as WhatsApp develops its services.
Meta has already introduced related services in India. In September, it announced a gradual rollout of WhatsApp bill payments through the Bharat Connect network, giving users access to 22,722 billers in 30 categories. In May, Meta announced a separate Business AI tool for eligible small businesses that can answer customer questions and book appointments through WhatsApp Business. That business tool is distinct from the assistance Shah proposed for users.
Shah founded Indian fintech company CRED. CRED said in June that he would step away from his CEO role, and Shah said he was joining Meta to lead WhatsApp. His Nov. 10 post set no date for a further announcement or launch.
