This innovative bot offers personalised, human-like assistance in Hindi and English, with plans to expand to six regional languages
Meesho, India’s leading ecommerce marketplace, has unveiled the country’s first large-scale multilingual Gen AI-powered voice bot, revolutionising customer support in the ecommerce space. This innovative bot offers personalized, human-like assistance in Hindi and English, with plans to expand to six regional languages, making customer service more inclusive and accessible.
Transforming Customer Support with Technology
The voice bot, designed for adaptability, serves Meesho’s predominantly Tier-2 and Tier-3 city user base, performing effectively on basic smartphones and in noisy environments. Its intelligent interruption-handling capability distinguishes between casual affirmations and meaningful interruptions, ensuring seamless and uninterrupted interactions.
Handling approximately 60,000 calls daily with a ~95 per cent resolution rate, the bot significantly reduces human intervention, enhances efficiency, and delivers faster resolutions. This has led to a ~50 per cent improvement in Average Handle Time (AHT) and a 10 per cent higher Customer Satisfaction (CSAT) score.
“Spearheading the AI revolution in e-commerce, Meesho’s Gen AI-powered voice bot showcases our dedication to groundbreaking, industry-first innovations,” said Sanjeev Barnwal, Co-Founder and Chief Technology Officer. “This bot, engineered with India’s multilingual diversity in mind, empowers users to communicate in their preferred language, fostering trust and accessibility while delivering human-like interactions.”
Technology at the Core of Innovation
The voice bot utilises advanced technologies such as Natural Language Processing (NLP), Automatic Speech Recognition (ASR), Text-to-Speech (TTS), and Large Language Models (LLM) to deliver fast and culturally relevant responses. Future updates will introduce emotion recognition capabilities, enabling the bot to detect user emotions and provide empathetic, nuanced interactions.
By adhering to Standard Operating Procedures (SOPs), the voice bot ensures consistent, reliable, and round-the-clock service, freeing human agents to focus on complex queries. This innovative approach positions Meesho as a leader in adopting AI to deliver user-centric, efficient, and scalable solutions.
Pioneering a User-Centric Future
With this launch, Meesho reaffirms its commitment to leveraging technology to meet the evolving needs of India’s diverse e-commerce consumers. The Gen AI-powered voice bot not only enhances user experience but also sets a new standard for AI-driven customer support in India’s digital economy.
