Name: Meta Unveils Enterprise Business Agents to Streamline Customer Transactions
Uploaded: 2026-06-23T07:01:00Z
Duration: 5 min 15 s
Description: Meta executive Nicola Mendelsohn detailed the rollout of enterprise business agents, a new tool enabling major companies to deploy 24/7 AI-driven customer service directly through WhatsApp. Mendelsohn explained how these customized agents can handle end-to-end consumer interactions intuitively, effectively lowering corporate costs while maintaining a distinct brand personality.

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Meta executive Nicola Mendelsohn detailed the rollout of enterprise business agents, a new tool enabling major companies to deploy 24/7 AI-driven customer service directly through WhatsApp. Mendelsohn explained how these customized agents can handle end-to-end consumer interactions intuitively, effectively lowering corporate costs while maintaining a distinct brand personality. Photo: WSJ Leadership Institute

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Meta executive Nicola Mendelsohn detailed the rollout of enterprise business agents, a new tool enabling major companies to deploy 24/7 AI-driven customer service directly through WhatsApp. Mendelsohn explained how these customized agents can handle end-to-end consumer interactions intuitively, effectively lowering corporate costs while maintaining a distinct brand personality.

Meta Unveils Enterprise Business Agents to Streamline Customer Transactions

Nicola, thanks so much for spending time with us, and thanks for the party. What a beautiful setting you've got here.

We are thrilled that you are here, and it's a fantastic way to kick off the week.

So what do you think the buzz of the week is going to be?

Well, I can tell you what people are already saying, it's AI, but particularly it's agentic AI. So most of the conversations that I've been having here today has been around how can Meta help businesses to connect in much more personalized, much more back and forth ways. And the answer is through all the work that we're doing on Meta Business Agents.

Which, you just had a big announcement a couple of hours ago. Tell us what you announced.

We did. We had so many announcements. This is our biggest Cannes ever, we've had 15 new product announcements and it's building on some of the... Well, we've had a lot of announcements over the last month. Some of the work that we did at Conversations, our conference in London just a couple of weeks ago where we talked about the launch of enterprise business agents. So some of the biggest companies in the world are now able to go out and actually create agents inside WhatsApp to be available for 24/7 customer service, to share different things about their products, and to be able to connect all around the world at any time.

So this is more than just marketing, this is how they interact with their customers.

Very much so. So yes, it's around the fact that, Movida is a good example, which is a Brazilian car rental company. They've put their whole flow into WhatsApp. They already had messaging, they were already doing that. But now if you wanna rent a car in Brazil, you literally go in and you can chat to their agent in their brand tone and say, I wanna rent a car. Where can I get it? Where will I pick it up? How much? Show me the options. Boom, all done in one place.

It's much easier for the customer.

So easy.

It's much less expensive for the company, it's a win-win.

All intuitive as well. And it reflects their brand and their personality.

And what about the creative piece? There's a lot of talk and a little bit of angst around here about how AI is gonna change creative.

Well, I think creative, look, we're in Cannes. This is a celebration of creativity. And I think even more so than ever, when I'm talking to the creative directors here, especially the agency head, they think it's an enabler. Why? Because it actually takes away a lot of the mundane jobs that creatives don't really like to do. The adaptations, the different variations, the translations.

It empowers creators.

Well, it does. And one of the things that we announce is our new creator workspace. And actually we launched today with WPP, and particularly we made agency integrations from day one. So this is a place where they can go on more insights about the ads that are working, that they can double down on the ads that are not, and it has a brand memory. So it actually builds and it compounds over time. And Meta's really the only place that you can have this, that you can get all these pieces in one place.

In one place. Well, that's what I was gonna ask. I mean, everybody's creating agents, right? Agents are proliferating, the world is gonna be filled with agents soon, whose agents? When? You say having them on platform is really what makes us critical.

Well, I do think so because if you're sharing with us your product catalog that advertisers are, if you're working with creators that more and more increasingly are, and this is the big thing we can probably talk about as well, if you're doing partnerships, all these things give signals and they help the agent. They also help the flywheel in the creative workspace as well. So you have the brand memory, you'll get stronger ads, you'll come back again the next time, and all that information is there. And what one of the creative directors was saying to me that's particularly interesting was, those are really rich insights. So don't just think about it as optimizing the ad in the moment. Actually, this could give way to whole new big ideas, new ways of storytelling, new ways of connecting with the customer. So they're pretty fired up about it.

Yeah. And then there's some concern about the effect on jobs. I mean, there are a lot of people here right now. Are there gonna be fewer here five years from now or 10 years from now? How do you look at that?

Look, the way that I think about it is that, yes, there's different things that you can do with AI, but actually it frees you up to spend more time on the things that you love doing. And I think in the moment, we always really find it difficult to imagine new jobs that would exist. You're right.

Yeah, yeah.

When I started coming to Cannes 20 something years ago, my job today didn't exist. If you could have said to me, we'd have been here and I wouldn't have been in an agency, and I'd have worked for a social media technology car, I wouldn't have believed it. And so I think we have a failure of the imagination of what new things are gonna be created. And the WEF said, I think the 78 million more jobs are gonna be created in the next few years because of AI.

Because of AI, yeah.

Because of AI.

What else do you have planned for us here this week?

Oh, we have so many things. I mean, we are utilizing our space. So if people are here this week, come and use it. The Meta Business beach here, we are, showcasing...

Party every night?

Not a party every night. Lots of work going on here as well. So we have a whole reels pavilion where we're showcasing some of the work that we're doing on reels trending ads, how we're working with creators. So you can actually feel firsthand what it looks like.

And if you wanted to distill that into the one message that you want people to understand about Meta when they leave here at the end of the week, what would that message be? Well, that the investments we're making in AI are transforming the way that they can help to grow their business. Whether it's through agents, whether it's through the 8 million advertisers that are already using our generative AI tools, whether it's the million businesses that are already using Business Agents, don't stop, get starting now, go for it, because we're innovating at a pace that I've never seen before because of AI. And we are just here to help you grow your business.

Nicola, thanks for taking the time. Really appreciate it.

No, thank you for being here.