Meesho Launches Gen AI-Powered Voice Bot for Customer Support, Cutting Costs by 75%

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On Tue, 26 Nov, 4:05 PM UTC

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Indian e-commerce company Meesho introduces a multilingual Gen AI-powered voice bot for customer support, handling 60,000 calls daily and reducing per-call costs by 75%.

Meesho Introduces Gen AI-Powered Voice Bot for Customer Support

Indian e-commerce company Meesho has launched what it claims to be India's first generative AI-powered voice bot for customer support among e-commerce firms. This innovative solution is designed to enhance user experience, reduce costs, and provide round-the-clock assistance to Meesho's 160 million customers 14.

Key Features and Capabilities

The Gen AI-powered voice bot leverages advanced technologies such as natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), and Large Language Models (LLM) to provide fast, accurate, and culturally relevant responses 13. Some notable features include:

  1. Multilingual support: Currently available in English and Hindi, with plans to expand to six additional regional languages 2.
  2. Adaptability: Designed to perform efficiently on basic smartphones and in noisy environments 1.
  3. Intelligent interruption handling: Distinguishes between casual affirmations and meaningful interruptions 3.
  4. Emotion recognition: Future updates will include the ability to detect user emotions for more empathetic interactions 1.

Performance and Efficiency

The voice bot has demonstrated impressive results since its implementation:

  • Handles approximately 60,000 calls daily 23.
  • Achieves a 95% resolution rate, reducing the need for human intervention 23.
  • Improves Average Handle Time (AHT) by 50%, providing faster customer service 13.
  • Increases Customer Satisfaction (CSAT) scores by 10% 13.

Cost Reduction and Resource Optimization

Meesho reports significant cost savings and operational improvements:

  • Reduces per-call cost by 75% compared to human agents 4.
  • Decreases average call handling time from 3-4 minutes to 1.5-2 minutes 1.
  • Frees up human agents to focus on more complex issues and seller support 4.

Technology and Development Approach

Rather than developing its own large language model, Meesho has combined existing AI models with custom-built components that understand local context and language nuances 4. Sanjeev Barnwal, Co-Founder and Chief Technology Officer, explained, "We haven't built our own LLM because we believe the off-the-shelf ones available out there were doing well in Hindi and English" 4.

Impact on Customer Experience

The voice bot is particularly beneficial for Meesho's user base, 80% of which comes from tier 2 cities and beyond 12. It offers personalized, human-like assistance in multiple languages, catering to India's diverse linguistic landscape and cultural diversity 3.

Future Plans and Industry Implications

Meesho's implementation of this AI-powered voice bot sets a new benchmark for customer support in the e-commerce industry. As other companies explore similar solutions, it highlights the growing trend of using AI and generative AI to reduce costs and streamline operations in the e-commerce sector 1.

This development also underscores the ongoing debate in India's tech industry about whether to build proprietary AI models or rely on existing ones. As Hemant Mohapatra, a partner at Lightspeed, noted, "I don't think we have enough talent today to build the foundational models. Play the war that you are capable of winning" 4.

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