The Role of Gemini 3.0 in Wati’s New AI Capabilities

How efficiently can your team sell when every WhatsApp chat demands translation, summarisation, and guesswork?

Many businesses are handling the rising volume of chats on WhatsApp. Customers send longer messages, mix queries across use cases, and switch between languages in a single thread.

Your sales teams waste valuable time juggling tools, summarising complex chats, translating messages, and trying to pinpoint the customer’s true intent before they can even respond.

How Wati Solves Today’s Most Pressing WhatsApp Challenges with Gemini 3.0

We know your teams lose time switching between tools, summarising chats, translating messages, and trying to understand what the customer wants.  Finally, they end up with a distracted sales pipeline, broken follow-ups, lower conversion rates, and ultimately, a loss of revenue.

Wati solves this by using Gemini 3.0, Google’s most capable multimodal model. It powers Copilot features, Voice AI, and AI Agents inside Wati, giving every conversation clearer intent, faster context, and smarter responses. 
Guided by contributions from Naiqiao Liang, Head of Engineering at Wati,  this article brings forward a sharper, more grounded product perspective for Wati’s loyal audience.

What Happens When Gemini 3.0 Powers Wati’s AI? 

A Lot More Than You Think by turning Every Conversation into Insight

Wati’s Copilot uses Gemini 3.0 to transform everyday WhatsApp chats into quick, actionable insights. It removes routine manual work, helps teams understand conversations more quickly and thoroughly, and provides the exact information each agent needs before they begin to reply.

1. Chat Translation: What Does it Mean for Your Team?

Imagine a customer from Mexico texting, “Necesito mi pedido urgente, es para un evento hoy.” A basic translation tool might give you: “I need my order urgently, it is for an event today.”

Accurate, yes, but it completely misses the stress in the customer’s voice and the urgency of the situation. 

Gemini 3.0 doesn’t just translate words; it understands the emotion and intent behind them. So it picks up the urgency and turns the message into something contextually natural, like:

I really need my order quickly. It’s for an event happening today. Now your agent immediately knows it’s a high-priority case and can respond accordingly.

2. Chat Summary: What Does it Mean for Your Team?

A support rep opens a WhatsApp conversation and sees a 70-message customer thread that began two weeks ago. To understand the issue, they have to scroll, read, and piece together what happened. By the time they understand the situation, the customer has already been waiting.

Gemini 3.0 reads the entire conversation in seconds and gives the agent a clean, simple summary like:

“Customer received the wrong size last week, requested a replacement, tracking hasn’t updated for 3 days, customer is frustrated and wants a status update.”

The agent enters the conversation knowing exactly what’s going on, which means they can reply faster and with full confidence.

3. Customer Summary: What Does it Mean for Your Team?

Your sales rep opens a chat and wonders: Has this customer purchased before? Are they here to buy or just compare? This info exists but is scattered across multiple past chats and agents.

Gemini 3.0 instantly builds a quick customer profile, such as:

Regular buyer (5 orders). Usually asks about delivery timelines. Prefers English. High intent during sales chats. 

Now your rep knows exactly who they’re talking to. For example, instead of explaining your brand again, the agent might say:

“Welcome back! I can check the delivery schedule for you right away.”

4. AI-Computed CSAT: What Does it Mean for Your Team?

Traditional CSAT depends on customers clicking:  “Rate your experience.” Most people simply ignore it, even satisfied customers. So, your actual customer experience data remains incomplete or outdated.

Gemini 3.0 reads the conversation in real time. For instance, it considers the factors such as

• Did the customer sound relieved at the end?
  
• Were they frustrated midway?
  
• Did the issue get resolved properly?

From this, it automatically generates a reliable score, such as: “CSAT: X%-  Customer expressed frustration initially but was satisfied with the quick resolution.”

Now your team gets accurate, real-time feedback without asking the customer a single extra question.

The Intelligence Behind Wati’s Copilot- Built for Real Conversations, Not Just Text

What truly sets Wati’s Copilot apart is its ability to think like a human teammate. 

Powered by Gemini 3.0, it doesn’t just read messages; on top of that, it understands the rhythm of a real conversation. It analyses tone, intent shifts, structure, sentiment, and even subtle emotional cues.

This deeper reasoning is what makes every translation feel natural, every summary accurate, and every insight contextually spot-on. 

It’s the difference between an AI that simply responds and an AI that actually understands.

AI-Powered Inbound and Outbound Calling

Wati extends Gemini 3.0’s intelligence from text to voice, making WhatsApp calls faster to manage and easier to automate. The agent responds in real time, keeps the conversation natural, and delivers consistent information across every call.

In simple terms, Bringing Human-Like Calls to WhatsApp – no waiting time. No call queues. No repeated questions.

Real-Time Voice Conversations Inside WhatsApp

Instead of waiting for a human agent, customers can simply tap “Call” and speak directly to an AI agent within WhatsApp.

It smoothly handles:

• Routine product questions
  
• Delivery or order checks
  
• Booking confirmations
  
• Policy clarifications
  
• Service follow-ups

If the query is simple, the AI resolves it. If it requires a human, it captures the details and routes it to the right team, yes, all without losing the context.

Gemini 3.0 Understands Not Just Speech- But Mood, Intent & Emotion

This is where the experience feels truly human.

Gemini 3.0 processes speech with high accuracy. It understands what the caller says, the intent behind the message, and emotional cues like hesitation or urgency. This allows the agent to respond in a calm, steady, and clear manner, keeping the conversation smooth.

1. Handling Inbound Queries

Whether the customer wants to track an order or reschedule a booking, the AI handles it end-to-end:

• Listens and understands the query
  
• Identifies intent
  
• Fetches relevant information
  
• Guides the customer through steps
  
• Collects missing details if required

For simple issues, it provides instant resolution. For complex ones, it prepares a neat context pack for the human team to take over.

2. Automated Outbound Calling

With automated outbound calling, your team can schedule:

• Payment reminders
  
• Delivery confirmations
  
• Appointment follow-ups
  
• Product renewal calls
  
• Event reminders

The AI calls the customer, explains the purpose clearly, and gathers responses like “yes”, “no”, “later”, or a preferred time. This eliminates repetitive calling work and ensures customers stay informed without manual effort.

3. Instant Call Summaries Your Team Will Love

No more listening to long recordings or scrolling through transcripts. Teams can get straight to the next step.

After each call, Gemini 3.0 generates a short summary with the key points. This includes the caller’s question, the agent’s response, and the final outcome. Teams see what happened without listening to recordings or reviewing long transcripts, which helps with faster follow-up.

4. Local Accents and Regional Language Support

Whether the caller speaks fast Mumbai Hindi, soft Malayalam-influenced English, crisp Scottish English, classic English, European Portuguese, or Brazilian Portuguese, Gemini 3.0 handles it all without missing a beat.

Customers speak naturally, and the AI understands instantly, no awkward pauses, no repeated lines. This makes voice automation genuinely usable across India’s incredibly diverse customer base.

WhatsApp AI Agent: Powered by Wati Astra + Gemini 3.0

Wati’s AI Agent combines Gemini 3.0’s language understanding with Astra’s orchestration engine. This lets the agent manage WhatsApp chats end-to-end, respond with context, and take actions without human involvement.

Intent Recognition that Understands Real Conversations

The agent doesn’t just read messages, but it interprets the user’s real goal.
Whether the customer writes in short phrases, mixes languages, or chats casually

 “bro, order status?

The AI instantly identifies the intent. This ensures the conversation stays relevant and on track from the very first reply.

Smart Tool Invocation – Actions Triggered Automatically

Whenever a user needs information or wants something done, Astra takes over behind the scenes.
It automatically triggers the right system or tool, checking order details, updating CRM fields, verifying appointments, or calling external APIs. All of this happens inside WhatsApp itself, with zero effort from the customer.

Follow-up Questioning

If the agent needs more information, it asks simple follow-up questions. This keeps the conversation moving and helps the agent finish the task. It avoids long back-and-forth or incomplete requests.

Lead Summary Generation

At the end of a sales chat, the agent produces a short, clear summary based on the conversation. It highlights key points like interest level or requirements. Sales teams use this to prioritise follow-ups.

Astra: The Orchestration Layer that Makes it All Work

Astra coordinates the entire workflow behind each message. It decides when Gemini 3.0 should analyze language, when to run a tool, and how to deliver the final response. 

This tight orchestration ensures accuracy, reduces errors, and keeps the user experience smooth from start to finish.

Autonomous WhatsApp AI Sales and Support

With Gemini 3.0 for reasoning and Astra for execution, the agent handles routine sales and support conversations on its own. Teams spend less time on repeated queries and more time on complex issues that need human attention.

Why Gemini 3.0?

Gemini 3.0 works well with Wati’s setup and supports how the platform runs its AI features.

The Future: Human-Level Understanding at Enterprise Scale

With Gemini 3.0 woven deeply into Wati’s platform, WhatsApp automation evolves from scripted replies into conversations that feel genuinely understood. It’s no longer about responding faster; it’s about responding intelligently, with context, memory, and intent that mirrors human interaction.

Intelligence That Adapts, Learns, and Responds Naturally

As customer expectations rise, Gemini 3.0 enables Wati to deliver automation that senses not just what a user says, but why they’re saying it.

Every message is interpreted through intent, tone, and history, allowing the system to respond with clarity, relevance, and confidence.

Instant Clarity From Complex Conversations

Instead of revisiting long threads or reviewing recordings, teams get crystal-clear insights the moment they need them.

AI-generated summaries highlight moments that matter,  decisions, objections, concerns, commitments -turning hours of conversation into seconds of understanding.

Autonomous Agents that Scale With Your Business

Wati’s AI Agents don’t just automate tasks; they manage entire workflows.
They identify what the customer wants, collect missing details, trigger backend systems, and close loops- handling routine sales and support operations without human effort. This frees teams to focus on strategy rather than repetition.

Enterprise Intelligence, Powered by Frontier Models

By pairing Gemini 3.0 with Wati’s secure enterprise data stack, businesses gain a real competitive edge: AI that’s fast, accurate, contextually grounded, and aligned with real customer information, not generic internet knowledge.

A Future Where Conversations Become Capabilities

This is the next era of WhatsApp automation. Yes, Conversations that don’t just answer questions -they drive actions, decisions, and outcomes.

Wati and Gemini 3.0 bring context-aware automation to sales and support. The platform becomes faster and more helpful as the model improves, giving your team a stronger way to manage WhatsApp at scale.

Book a demo and try Wati’s AI tools today.

This breakthrough wouldn’t be possible without the relentless innovation from Naiqiao Liang and the Astra Engineering team, whose technical leadership continues to shape Wati’s AI foundation. 

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