E-commerce platform Meesho has unveiled a Gen AI-powered multilingual voice bot designed to deliver personalised, human-like customer support at scale. With 80 per cent of its user base hailing from tier II cities and beyond, the voice bot is engineered to work efficiently on basic smartphones and in noisy environments, ensuring accessibility for a wide range of users.
The bot features an advanced interruption-handling mechanism that distinguishes between casual affirmations such as "ji" or "okay" and genuine interruptions, enhancing the flow of conversation. This feature has led to a 10 per cent increase in customer satisfaction (CSAT) scores.
Meesho’s voice bot is capable of handling approximately 60,000 customer calls daily, with a high resolution rate of 95%, resulting in a 50% improvement in average handle time (AHT). Currently supporting Hindi and English, the bot will soon expand to six additional regional languages to further cater to its diverse customer base.
The company also plans to incorporate emotion recognition capabilities in future updates, aiming to provide an even more personalized and empathetic experience.
Headquartered in Bengaluru, Meesho operates as an application-based marketplace, connecting suppliers with consumers and resellers across platforms like Facebook and WhatsApp. According to startup intelligence platform TheKredible, Meesho’s revenue from operations grew 32.8 per cent to Rs 7,615 crore in FY24, compared to Rs 5,734 crore in FY23. The company's losses also saw a significant reduction, shrinking by 81.8 per cent to Rs 305 crore during the same period. Meesho claimed to have achieved profitability in June 2023.
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