E-commerce giant Meesho has unveiled a cutting-edge multilingual voice bot powered by generative AI to deliver personalized and human-like customer support on a large scale.
Catering primarily to users from tier II cities and beyond—who make up 80% of its customer base—this innovative voice bot is optimized for seamless functionality on basic smartphones, even in noisy settings, according to the company.
A standout feature of the bot is its ability to handle interruptions effectively, distinguishing between casual affirmations like “ji” or “okay” and genuine interruptions. This enhancement has contributed to a 10% increase in customer satisfaction (CSAT) scores.
The bot manages approximately 60,000 customer calls daily with a remarkable resolution rate of 95%, resulting in a 50% reduction in average handle time (AHT). It currently supports Hindi and English, with plans to include six additional regional languages in the future. Emotion recognition capabilities are also in the pipeline for upcoming updates.
Meesho, headquartered in Bengaluru, operates as a platform connecting suppliers with consumers and resellers, who utilize social platforms like Facebook and WhatsApp to market their products.
According to startup intelligence platform TheKredible, Meesho’s operational revenue grew by 32.8% to ₹7,615 crore in FY24, compared to ₹5,734 crore in FY23. The company also reported a significant reduction in losses, which dropped by 81.8% to ₹305 crore in FY24. Furthermore, Meesho reached profitability in June 2023, marking a key milestone in its journey.