E-commerce Unicorn Meesho Introduces GenAI Voice Bot to Revolutionise Customer Service

Nitin Konde, Varun Bhardwaj

Nov 28, 2024 — 2 min read

Meesho Launches GenAI Voice Bot to Transform Customer Service

Meesho, an e-commerce unicorn located in Bengaluru, has introduced a state-of-the-art multilingual voice bot driven by generative AI with the goal of transforming customer support. The speech bot is intended to offer scalable, human-like assistance, particularly to customers in tier II towns in India.

In order to meet the demands of Meesho's primary audience, the bot is optimised for noisy situations and low-end smartphones, and it presently supports Hindi and English.

Features of GenAI

By differentiating between genuine interruptions and informal affirmations like "yes," "ji," or "okay," it has an interruption-handling feature that guarantees smooth communication. The business claims that this innovation has resulted in a 10% increase in customer satisfaction (CSAT) ratings. The average handling time (AHT) for requests has been cut in half by the bot, which handles 60,000 client contacts every day with a 95% resolution rate.

Compared to human-operated calls, these efficiency improvements have resulted in a 75% reduction in per-call expenses, with additional cost savings expected. Meesho has promised that there won't be any layoffs in spite of the automation, emphasising its efforts to upskill staff for more difficult jobs. To deliver quick, precise, and culturally appropriate responses, Meesho's voice bot makes use of state-of-the-art technologies including natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), and large language models (LLM).

Strategies for Growth and Innovation

In further updates, Meesho plans to incorporate emotion detection skills and add six more regional languages to the bot's linguistic support. Additionally, the business intends to expand the bot's capabilities from less than 50% of post-order queries to all of them within a year. Sanjeev Barnwal, Meesho's co-founder and chief technology officer, stated, "Our commitment to industry-first innovations is demonstrated by our Gen AI-powered voice bot."

The voice bot was created with India's diverse multilingual landscape in mind. It uses large language models (LLM), advanced Gen AI, and state-of-the-art natural language processing to enable users to converse in their preferred language with ease, promoting unmatched accessibility and inclusivity. One of its most notable features is its human-like interaction, which facilitates conversation, fosters trust, and provides help that is relatable and feels natural. This strategy not only improves the user experience but also firmly establishes Meesho as a leader in technology, offering effective, user-friendly solutions that satisfy our users' varied needs, according to Barnwal.

According to the company's official statement, the speech bot increases customer satisfaction and reliability by guaranteeing accurate and consistent service with strict adherence to standard operating procedures (SOPs). This presents it as a seamless, round-the-clock customer service solution.