Meesho unveils Gen AI-powered multilingual voice bot

Horizontal e-commerce platform Meesho has launched a Gen AI-powered multilingual voice bot designed to provide personalized, human-like customer support at scale.

With 80% of its user base coming from tier II cities and beyond, Meesho’s voice bot is designed to function efficiently on basic smartphones and in noisy environments, the company said in a press release.

The bot’s interruption-handling feature ensures smooth conversations, distinguishing between casual affirmations like "ji" or "okay" and genuine interruptions, the company added.

As per the release, the feature has helped achieve a 10% boost in customer satisfaction (CSAT) scores.

It claims to handle approximately 60,000 customer calls daily with a resolution rate of 95% which led to a 50% improvement in average handle time (AHT). It currently supports Hindi and English, with plans to expand to six additional regional languages.

The company plans to integrate emotion recognition capabilities in the coming updates.

The Bengaluru-based company is an application-based marketplace that connects suppliers with consumers. It also connects suppliers with resellers, enabling them to sell products to their buyers on Facebook, WhatsApp, and other social platforms.

As per the startup intelligence platform TheKredible, Meesho’s revenue from operations grew 32.8% to Rs 7,615 crore during FY24 as compared to Rs 5,734 crore in FY23. The company’s losses also improved, shrinking 81.8% to Rs 305 crore during the year (FY24). Meesho also claimed to have achieved profitability in June 2023.