Ecommerce unicorn Meesho launches GenAI voice bot to transform customer support

Bengaluru-based e-commerce unicorn Meesho has unveiled a cutting-edge generative AI-powered multilingual voice bot aimed at revolutionizing customer service.

The voice bot is designed to provide scalable, human-like support, especially for users in India's tier II cities and beyond.

Advanced AI for personalized support

The bot currently supports Hindi and English and is optimized for noisy environments and basic smartphones, reflecting the needs of Meesho’s core audience.

It features an interruption-handling capability that ensures seamless interaction by distinguishing casual affirmations like “yes,” “ji,” or “okay” and genuine interruptions. According to the company, this innovation has boosted customer satisfaction (CSAT) scores by 10%.

Handling 60,000 customer calls daily with a resolution rate of 95%, the bot has also halved the average handling time (AHT) for queries.

These efficiency gains have reduced per-call costs by 75% compared to human-operated calls, with further cost reductions anticipated. Despite the automation, Meesho has assured there will be no layoffs, highlighting its efforts to upskill employees for more complex tasks.

Meesho’s voice bot leverages cutting-edge 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.

Plans for expansion and innovation

Meesho is set to expand the bot’s language support to six additional regional languages and integrate emotion recognition capabilities in future updates.

The company also plans to scale the bot's operations to cover all post-order queries within a year, up from its current scope of less than 50%.

"Meesho’s Gen AI-powered voice bot showcases our dedication to industry-first innovations," said Sanjeev Barnwal, co-founder and chief technology officer of Meesho.

"Engineered with India’s rich multilingual landscape in mind, the voice bot leverages advanced Gen AI, large language models (LLM), and cutting-edge natural language processing to empower users to communicate seamlessly in their preferred language, fostering unparalleled accessibility and inclusivity. Its human-like interaction is a standout feature, enhancing communication ease, building trust, and delivering support that feels natural and relatable. This approach not only elevates the user experience but solidifies Meesho’s position at the forefront of technological advancements, delivering efficient, intuitive solutions that meet the diverse needs of our users," Barnwal said.