Meesho, an e-commerce platform, has announced the launch of a multilingual Gen AI-powered voice bot to enhance its customer support on Tuesday, November 26.
Meesho’s Gen AI supports Hindi, English for now
The bot, which was launched a month ago, integrates emotion recognition, human-like interactions, and language transitions. Currently, it supports Hindi and English, with plans to expand to additional languages in the future.
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Reportedly, the voice bot has already shown promising results, with a 10% higher Customer Satisfaction (CSAT) score and a 95% resolution rate. It is currently handling 60,000 customer calls per day in post-order experience, which accounts for less than 50% of the total calls Meesho receives. However, the company plans to scale the bot to manage all post-order queries within a year.
Meesho’s AI reduces per-call costs by 25%
According to Sanjeev Barnwal, Co-founder and CTO of Meesho, the voice bot has also helped reduce per-call costs by 25% compared to human-operated calls. He anticipates a further cost reduction to 15-20% in the future. Despite the automation, Barnwal assured that there would be no layoffs in the customer executive division. Instead, Meesho is upskilling its employees to handle more complex calls.
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Meanwhile, the launch of the voice bot is part of Meesho’s efforts to enhance its customer support and improve overall customer experience. With its ability to recognize emotions and provide human-like interactions, the bot is well-equipped to handle customer queries and concerns. As Meesho continues to scale the bot’s capabilities, it is likely to have a positive impact on the company’s customer satisfaction scores and overall business operations.
