E-commerce platform Meesho launched a GenAI-powered voice bot on Tuesday. This initiative aims to enhance user experience and provide 24/7 customer support. The voice bot, which began operating about a month ago, currently supports English and Hindi. Additionally, it plans to expand to six regional languages: Bengali, Gujarati, Kannada, Marathi, Telugu, and Tamil.
The voice bot autonomously manages various customer interactions. It currently handles around 60,000 calls each day, offering quick and effective solutions. With a remarkable 95% resolution rate, it reduces the need for human intervention, streamlining support and minimizing escalations.
“This efficiency has also contributed to a nearly 50% improvement in Average Handle Time (AHT), resulting in quicker and more effective customer service,” a company statement said.
This solution utilizes agentic AI to analyze data autonomously. It makes informed decisions and responds to customer queries in real-time. By effectively addressing common inquiries, the voice bot allows human agents to focus on more complex issues. This approach enhances service quality and maximizes overall support efficiency.
Meesho recognizes that 80% of its users come from tier-2 cities and beyond. Therefore, the voice bot is designed for flexibility. It operates successfully on basic smartphones and in noisy environments.
One of its advanced features is interruption management. This feature distinguishes between casual affirmations like “yes” or “okay” and genuine interruptions. As a result, conversations flow smoothly unless a significant interruption occurs.
“Its human-like interaction is a standout feature, enhancing communication ease, building trust, and delivering support that feels natural and relatable,” said Sanjeev Barnwal, cofounder and chief technology officer, Meesho.
Future updates will focus on detecting user emotions for more empathetic interactions. In October, SoftBank-backed Meesho reported a significant reduction in adjusted losses—from Rs 1,569 crore in FY23 to Rs 53 crore in FY24—thanks to lower general and administrative expenses.
Moreover, its revenue from operations increased by 33%, reaching Rs 7,615 crore in FY24 compared to Rs 5,735 crore in FY23.
