MAM
AnyMind Group extends AI customer service agent feature on AnyChat to WhatsApp
MUMBAI – AnyMind Group [TSE:5027], a BPaaS company for marketing, e-commerce and digital transformation, has announced that its AI customer service agent feature launched in March 2025 on its conversational commerce platform, AnyChat, is now connected to WhatsApp. This feature was previously available only for LINE.
In April 2025, Meta revealed that WhatsApp has more than 3 billion monthly active users globally. In addition, the Asia-Pacific region is home to three of the top five countries with the most WhatsApp Users: India, Indonesia and the Philippines. With the extension of the AI customer service agent feature on AnyChat, businesses and online merchants in markets such as India, Indonesia, the Philippines, Malaysia and Singapore, and any other region that has WhatsApp users, can now leverage AnyChat to automatically handle initial customer inquiries on WhatsApp by using LLMs to understand free-text messages.
For businesses and merchants serving customers on WhatsApp’s vast user base, especially those handling thousands of customer inquiries daily with only human operators, integrating AnyChat’s AI customer service agent into existing customer service workflows holds the potential to dramatically transform customer support. In a 3-month study, between March 2025 and June 2025, done with leading global water flosser brand, Waterpik, using AnyChat’s AI customer service agent feature on LINE, Waterpik was able to tap on AI to respond to a quarter of all customer inquiries.
Unlike typical chatbots, AnyChat’s AI customer service agents can understand questions in natural language and generate responses based on brand-approved guardrails and inputs, reducing operational workload and eliminating the risk of hallucinated answers.
It also collects key information such as order ID and customer name, allowing human customer service agents to take over seamlessly when needed. AnyChat also stores historical conversation data, helping businesses and online merchants to identify common inquiries and continuously improve response templates. In addition, product information (such as seasonal products) can be easily updated at any time, enabling businesses to always provide the most up-to-date information to customers.
On the extension of AnyChat’s AI customer service agent feature to WhatsApp, AnyMind Group managing director, growth markets; Co-MD, India and MENA, Aditya Aima said, “For most Indian consumers, WhatsApp is the first and often the only touchpoint with a brand. 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.”
MAM
Kate Rouch steps down as OpenAI Chief Marketing Officer
Marketing leader prioritises health after late-stage breast cancer diagnosis.
MUMBAI: When the toughest battle moves from the boardroom to the personal front, even the sharpest minds know it’s time to step back and focus on winning the most important fight of all. Kate Rouch, chief marketing officer at OpenAI, has announced she is stepping down from her role to focus on recovery following a diagnosis of late-stage breast cancer.
In a heartfelt LinkedIn post, Rouch revealed she was diagnosed around a year and a half ago, shortly after taking on the CMO position. Despite undergoing intensive treatment, she continued to lead the company’s marketing function through what she described as one of the most challenging periods of her career.
She explained that while she remained deeply committed to her role and team, she had reached a point where prioritising her health and recovery had become essential. Rouch called the decision difficult, noting it required acknowledging personal limits and shifting priorities. She reflected that the experience had reshaped her understanding of courage not always about pushing harder, but sometimes about stepping back to focus on long-term wellbeing, family and sustainability.
Rouch expressed gratitude to her team and colleagues for their support. She mentioned that Gary will step in to help lead the function and recruit a successor. She plans to support the transition and remains open to returning in a different capacity in the future, depending on her health.
Prior to joining OpenAI, Rouch served as the first chief marketing officer at Coinbase and spent over a decade at Meta, where she was vice president and global head of brand and product marketing.
She also thanked well-wishers for their messages and shared that stories from fellow survivors had a meaningful impact during her treatment journey.
In the high-stakes world of tech marketing, Kate Rouch has always been known for her strategic brilliance. Now, she is showing a different kind of strength, one that reminds us that even the most driven leaders sometimes need to pause, heal, and come back stronger when the time is right. Wishing her a full and steady recovery.
