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Meta Expects ‘Every Business’ to Begin Using Agentic AI | PYMNTS.com

Mar 06, 2025 - pymnts.com
Meta is planning a significant expansion of its AI offerings for business users, aiming to provide AI solutions to "hundreds of millions" of businesses, according to Clara Shih, Meta's head of business AI. The initiative is particularly focused on small businesses that lack the resources to build large AI teams. Meta's AI is already used by over 700 million customers, and the company envisions a future where every business, regardless of size, will have an AI agent to represent and act on its behalf, similar to having a website or email address. These AI agents will help automate tasks, maintain customer relationships, and provide 24/7 concierge services.

The role of AI agents in retail was also discussed, with Keith Kirkpatrick from The Futurum Group noting that AI will impact digital retail job functions. Retailers are cautious about investing in AI technology due to its newness and uncertain ROI. Kirkpatrick emphasized the importance of significant ROI examples and pricing models tied to specific outcomes to encourage early adoption. Retailers are observing how AI solutions from companies like Salesforce and Microsoft deliver value, as they consider integrating AI into their operations.

Key takeaways:

  • Meta is planning a major expansion of its AI offerings for business users, aiming to provide AI solutions to hundreds of millions of businesses.
  • The company is focusing on building business AIs for small businesses to help them benefit from AI innovations without needing large AI teams.
  • AI agents are expected to automate redundant tasks and provide a 24/7 concierge service for businesses, enhancing customer engagement and acquisition.
  • Retailers are cautious about adopting AI agents due to the need for significant ROI examples and pricing tied to specific metrics or outcomes.
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