Meesho, the rapidly growing social eCommerce platform has introduced an AI-powered voicebot to enhance user experience and provide round-the-clock customer support.
Key highlights from the launch include:
- 24/7 Availability: The voicebot allows customers to receive support at any time, addressing queries and issues without delays.
- Cost Reduction: Meesho reports that the implementation of agentic AI has led to a 90% reduction in customer support chat costs, demonstrating significant operational efficiency.
- High Automation: The company has automated approximately 95% of its customer support chats, which not only enhances response times but also frees up human agents for more complex inquiries.
- Customer Satisfaction: The introduction of the voice bot is expected to further elevate customer satisfaction levels, which have already seen a boost from previous AI implementations.
Handling approximately 60,000 calls daily with a 95% resolution rate, the bot reduces the need for human intervention, leading to quicker and more effective customer service.
By leveraging agentic AI, the voicebot autonomously manages customer interactions, allowing human agents to focus on more complex issues, thereby improving service quality.
Meesho’s voice bot is designed for flexibility, operating effectively on basic smartphones and in noisy environments. Available in English and Hindi currently, it is set to expand to six more languages to cater to a wider audience.
The bot’s human-like interaction enhances communication ease, builds trust, and delivers natural and relatable support, according to Sanjeev Barnwal, Meesho’s cofounder and chief technology officer
Founded in 2015, the Meesho platform has gained millions of users and
features a wide array of products, including clothing, accessories, home goods, and beauty products.
The move aligns with Meesho’s broader goals of expanding its technological capabilities and improving service delivery in the competitive eCommerce landscape. Future updates of the voicebot will include detecting user emotions for more empathetic interactions.
