E-commerce platform Meesho has launched a multilingual Gen AI-powered voice bot, aiming to enhance its customer experience, it said in a media announcement. The bot puts together emotion recognition, human-like interactions and language transition.
The voice bot currently supports English and Hindi and plans to expand to six more Indian languages such as Marathi and Bengali among others. The turnaround time for each query is anticipated to be cut in half, dropping from around 3-4 minutes to just 1.5-2 minutes. As a result of the bot’s implementation, the company has seen a 10 per cent improvement in Customer Satisfaction (CSAT) scores, along with a 95 per cent resolution rate.
In post-order experience, the voice bot is handling 60,000 calls per day, said Sanjeev Barnwal, Co-founder and CTO of Meesho. He also mentioned that the existing customer support workforce will be reassigned to handle more complex customer issues and provide seller support, rather than being replaced by the chatbot.
Meesho significantly reduced its adjusted losses by 97 per cent in FY ’24, down from US $ 185 million in FY ’23 to US $ 6.27 million. This reduction was primarily driven by a decrease in general and administrative expenses. Concurrently, the company experienced a 33 per cent revenue growth, increasing from US $ 679 million in FY ’23 to US $ 901 million in FY ’24.
