Bengaluru-based e-commerce giant Meesho has launched a generative AI-powered multilingual voice bot designed to enhance customer service, particularly for users in tier II cities and beyond. Supporting Hindi and English, the bot caters to noisy environments and basic smartphones, ensuring accessibility for Meesho’s core audience. It efficiently handles 60,000 daily calls with a 95% resolution rate, cutting average query handling time in half and reducing per-call costs by 75%.
The bot’s advanced features include interruption-handling and cultural sensitivity, improving customer satisfaction by 10%. Built with technologies like NLP, ASR, TTS, and large language models, it delivers accurate, human-like responses. Meesho plans to expand language support to six regional languages and introduce emotion recognition. Despite automation, the company commits to upskilling employees for complex tasks, avoiding layoffs.
Co-founder Sanjeev Barnwal emphasizes the bot’s role in fostering inclusivity and seamless communication, highlighting Meesho’s commitment to innovation and customer-centric solutions.
