Meesho Introduces GenAI-Driven Voice Bot for 24/7 Customer Support

SoftBank-backed ecommerce platform Meesho has launched a generative artificial intelligence (GenAI)-powered voice bot to enhance its customer support operations. The bot aims to streamline post-sales support and automate query resolution, improving the overall customer experience.

Significant Cost Reduction and Efficiency Gains

Since its launch a month ago, Meesho’s AI-driven voice bot has revolutionized its customer service operations. The bot currently handles around 60,000 calls per day, significantly reducing costs. According to Sanjeev Barnwal, Meesho's co-founder and chief technology officer (CTO), the introduction of the bot has led to a 75% reduction in the cost per call compared to human intervention. The bot has also cut the average handling time per call in half while achieving an impressive 95% resolution rate.

Human-Like Interaction and User Trust

One of the standout features of the voice bot is its human-like interaction, which fosters trust and enhances communication. Meesho’s CTO emphasized how the bot’s natural and relatable support helps build customer confidence and provides a seamless experience.

Optimized for Tier 2 Cities and Regional Language Support

Meesho’s user base predominantly comes from Tier 2 cities and beyond, making it crucial for the bot to be adaptable to various environments. The voice bot has been optimized to function well on basic smartphones and in noisy settings. Initially supporting Hindi and English, the bot will soon expand to include six additional regional languages such as Bengali, Gujarati, and Kannada to cater to a broader customer base.

Demonstrating Versatility and Language Flexibility

During a recent demonstration, the voice bot showcased its ability to handle interruptions and seamlessly switch between languages. This flexibility is particularly useful in providing efficient and effective customer support, even in diverse linguistic and cultural contexts.

Future Updates and Emotion Recognition Features

Looking ahead, Meesho plans to enhance the capabilities of its voice bot. One of the key updates includes the introduction of emotion recognition, which will allow the bot to detect and respond to the emotional state of the user. This feature aims to provide a more empathetic and personalized experience for customers.

Leveraging Advanced AI Technologies

The voice bot utilizes a variety of cutting-edge technologies, including natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), and large language models (LLMs). However, Meesho currently relies on third-party LLMs rather than developing its own. These technologies enable the bot to understand and respond to user queries effectively and accurately.

Meesho's Commitment to Upskilling Employees

Despite the push for automation, Meesho is not planning to reduce its workforce. Sanjeev Barnwal clarified that the company intends to upskill its customer service team to handle more complex queries and operations. This approach ensures that employees can take on higher-value roles, while the voice bot handles routine tasks.

Meesho’s Growth and Financial Performance

Founded in 2015, Meesho has become a strong competitor to ecommerce giants like Flipkart and Amazon India. The company differentiates itself by not charging commissions from sellers, instead generating revenue through advertising and logistics services. For FY24, Meesho reported a 33% increase in revenue from its India operations, reaching Rs 7,615 crore, up from Rs 5,735 crore in FY23. Additionally, Meesho reduced its adjusted loss by 97%, achieving operating cash flow positivity.

Recent Funding and IPO Preparations

Meesho recently closed a $275 million funding round as part of a larger $500-600 million funding round. This is the first tranche of a total $1.36 billion the company has raised since its inception. The company has also been exploring a reverse flip to India in preparation for a potential initial public offering (IPO).

Industry Trends in AI and Customer Experience

Meesho’s implementation of AI in its customer service operations is in line with trends seen across the ecommerce industry. Companies like Flipkart, Amazon, and Myntra have been utilizing AI and machine learning to improve customer engagement, optimize operations, and enhance the overall shopping experience.