Aditya Aima, co-MD, India and MENA, AnyMind Group/Image: Supplied
AnyMind Group, a BPaaS company for marketing, e-commerce and digital transformation, has expanded the reach of its AI customer service agent feature on its conversational commerce platform, AnyChat, by integrating it with WhatsApp. The feature, launched in March 2025, was previously available only on LINE.
WhatsApp’s scale makes the move significant — Meta reported in April 2025 that the platform has over 3 billion monthly active users globally, with India, Indonesia, and the Philippines among its top five markets. Businesses and online merchants in these and other WhatsApp-heavy regions, including Malaysia and Singapore, can now use AnyChat to automatically handle initial customer inquiries. Powered by large language models (LLMs), the AI customer service agent can interpret free-text messages, reducing reliance on human-only support teams.
For companies fielding thousands of inquiries daily, this integration offers potential for transformative efficiency gains. In a three-month trial between March and June 2025, global water flosser brand Waterpik used the feature on LINE and was able to automate responses to 25 per cent of customer queries.
Read: WhatsApp’s upcoming feature: Chat without an account, with anyone
Unlike standard chatbots, AnyChat’s AI agent processes questions in natural language and provides responses within brand-approved guardrails, cutting operational workload while avoiding “hallucinated” answers. It can collect key customer details such as order IDs and names, enabling a smooth handover to human agents when needed. Historical chat data is stored to help brands identify recurring issues and improve templates, while product details can be updated in real time to ensure accurate responses.
“For most Indian consumers, WhatsApp is the first and often the only touchpoint with a brand,” said Aditya Aima, managing director, Growth Markets; co-MD, India and MENA, AnyMind Group. “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 connects enterprises to multiple chat and e-commerce platforms — including LINE, WhatsApp, Messenger, Instagram, Shopee, and Lazada — from a single dashboard. Initially launched as a standalone platform, it is now integrated into AnyMind’s e-commerce management suite, AnyX, which provides unified tools for analytics, store management, CRM, and logistics.
