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Kunal Shah charts new course for WhatsApp with AI, payments
In Short
Shah, who took charge of the Meta-owned messaging platform in June, said he had spent the past few months listening to users and understanding their expectations.
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Kunal Shah charts new course for WhatsApp with AI, payments
New Delhi: WhatsApp will focus on making conversations richer, enabling users to complete everyday tasks within chats and using artificial intelligence (AI) to improve efficiency, while maintaining end-to-end encryption for personal messages and calls, its CEO Kunal Shah said on Wednesday.
Shah, who took charge of the Meta-owned messaging platform in June, said he had spent the past few months listening to users and understanding their expectations.
"What I heard is simple: help people stay close to those who matter to them, and get more done on WhatsApp. So that's what we'll build," he said in a post on X.
He said users send more than 10 billion voice messages and four billion stickers on WhatsApp every day. The platform plans to make voice notes, groups, stickers and video simpler and more expressive to strengthen personal connections.
The second priority is enabling users to complete tasks without leaving conversations. These include paying bills, borrowing money and staying connected while travelling. WhatsApp is working with financial services and telecom partners to make such transactions and services easier to access.
The third focus area is AI. Shah said the technology should help users find information, complete tasks and keep track of bookings and appointments.
WhatsApp handles more than 100 billion messages and two billion calls daily. Shah said simplicity, reliability and privacy would remain central to the platform.
