By Peter Luzinda
Recently, Meta unveiled an AI-powered messaging tool designed to help businesses automate and personalize customer interactions on platforms such as WhatsApp and Messenger. Although the tool is currently only available in select markets and has not yet been introduced in Uganda, it represents an important development in the use of artificial intelligence (AI) within business communication.
The technology aims to reduce the burden on customer service teams by enabling AI to generate real-time, context-aware responses to common queries. For businesses, especially small and medium enterprises (SMEs), this could mean more efficient communication and improved customer engagement without the need for large support staff.
Ugandan digital expert Nyanzi Martin Luther notes the significance of AI tools in the country’s growing digital economy. “Automation through AI has the potential to help Ugandan businesses manage customer communication more efficiently,” Nyanzi said. “Given that many local enterprises operate with limited resources, these technologies could support scalability and responsiveness.”
