Meesho, a leading horizontal e-commerce platform, has unveiled an AI-powered multilingual voice bot to enhance customer experience. This innovative solution caters to Meesho’s predominantly tier-II and beyond customer base, designed to work efficiently even on basic smartphones and in noisy environments.
Key Features of the Voice Bot
- Multilingual Support:
- Currently supports Hindi and English
- Plans to add six regional languages in future updates
- Interruption Handling:
- Differentiates between casual affirmations (e.g., “ji,” “okay”) and actual interruptions for smoother conversations.
- High Efficiency:
- Handles 60,000 customer calls daily with a 95% resolution rate.
- Improved Average Handle Time (AHT) by 50%.
- Increased customer satisfaction (CSAT) scores by 10%.
- Future Enhancements:
- Plans to integrate emotion recognition capabilities for better user engagement.
Meesho’s Business and Financial Milestones
Meesho, based in Bengaluru, operates as a platform connecting suppliers, resellers, and end consumers through social media platforms like WhatsApp and Facebook.
Financial Performance (FY24):
- Revenue: Rs 7,615 crore (+32.8% from FY23)
- Net Loss: Rs 305 crore (an improvement of 81.8% from FY23)
- Profitability: Achieved profitability in June 2023
Why This Matters
With a significant portion of its customer base in underserved regions, Meesho’s focus on accessibility and personalization through Gen AI technology positions it as a customer-first platform. The voice bot underscores Meesho’s commitment to leveraging technology to bridge gaps in customer support, especially for tier-II and rural customers.
The initiative aligns with Meesho’s mission of democratizing e-commerce and reflects broader trends of AI adoption in customer service, making the company more competitive in India’s rapidly growing e-commerce landscape.
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