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Andrew Bonwick
Vice President of Product Development at Relm Insurance
Madhav Sheth
CEO of Ai+ Smartphone
Stephen Rose
CEO Render Networks
Indian e-commerce company Meesho has launched a Gen-AI-powered voice bot designed to help resolve customer queries on the platform. With 80 percent of Meesho’s users hailing from tier 2 cities and beyond, the voice bot is built for adaptability, performing efficiently on basic smartphones and even in noisy environments. “Leading the AI revolution in e-commerce, Meesho launches India’s first Gen AI-powered voice bot at scale, offering personalised, human-like multilingual support to enhance customer experience,” the company said in a statement on Tuesday (November 26).
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Also Read: Amazon Introduces AI Shopping Guides to Enhance Experience for US Customers
AI Usage in E-Commerce Customer Support
The launch comes amid a growing trend where e-commerce companies are using artificial intelligence (AI) and generative AI to reduce costs and streamline operations. Earlier this year, Amazon introduced Rufus, an AI-powered shopping assistant in India, to enhance customer experience, which has already yielded promising results.
The voice bot boasts an interruption-handling feature that differentiates between casual affirmations (like “yes,” “ji,” or “okay”) and meaningful interruptions, ensuring smooth and uninterrupted interactions. As a result, the bot offers seamless support, achieving 10 percent higher Customer Satisfaction (CSAT) scores, the company said in an official statement.
Cost Reduction and Faster Response Times
According to Meesho, the bot handles around 60,000 calls daily and has achieved a 95 percent resolution rate, significantly reducing human intervention and boosting efficiency. This has led to a 50 percent improvement in Average Handle Time (AHT), providing faster and more effective customer support.
“The voice bot ensures consistent and accurate service with strong adherence to Standard Operating Procedures (SOPs), boosting reliability and user satisfaction. This positions it as a best-in-class solution for seamless, 24/7 customer support,” the company said.
