Meesho, an e-commerce marketplace, has launched a multilingual Gen AI-powered voice bot at scale, setting a new benchmark for customer support in the e-commerce industry.
By offering personalized, human-like assistance in multiple languages, the voice bot underscores Meesho’s commitment to delivering a user-centric support experience, tailored to handle a range of consumer interactions while embracing India’s cultural diversity.
With 80% of Meesho’s users coming from tier 2 cities and beyond, the voice bot is built for adaptability, performing efficiently on basic smartphones and even in noisy environments.
Meesho claims that the bot offers seamless support, achieving 10% higher Customer Satisfaction (CSAT) scores.
Designed to handle a wide range of customer interactions autonomously, the voice bot currently handles ~60,000 calls daily, providing fast and efficient resolutions. With an impressive ~95% resolution rate, it significantly reduces the need for human intervention, streamlining support and minimizing escalations. This efficiency has also contributed to a ~50% improvement in Average Handle Time (AHT), resulting in quicker and more effective customer service.
“Spearheading the AI revolution in e-commerce, Meesho’s Gen AI-powered voice bot showcases our dedication to groundbreaking, industry-first innovations. Engineered with India’s rich multilingual landscape in mind, the voice bot leverages advanced Gen-AI, Large Language Models (LLM), and cutting-edge natural language processing to empower users to communicate seamlessly in their preferred language, fostering unparalleled accessibility and inclusivity. Its human-like interaction is a standout feature, enhancing communication ease, building trust, and delivering support that feels natural and relatable. This pioneering approach not only elevates the user experience but solidifies Meesho’s position at the forefront of technological advancements, delivering efficient, intuitive solutions that meet the diverse needs of our users,” said Sanjeev Barnwal, Co-Founder and Chief Technology Officer.
