Meesho, the SoftBank-backed ecommerce platform, has launched a generative AI-powered voice bot, marking a significant milestone in customer support innovation.
The company claims that this is the first of its kind among Indian ecommerce firms, positioning it as a trailblazer in enhancing customer experience.
Launched a month ago, the voice bot is designed to handle post-order queries, addressing approximately 60,000 such calls per day.
According to Sanjeev Barnwal, co-founder and CTO of Meesho, the bot has already helped reduce per-customer call costs by an impressive 75%.
The company plans to scale the bot’s capabilities further, with an aim to manage all post-order queries in the future. This expansion could lead to a 15-20% reduction in overall operational expenses.
The AI-driven bot stands out with its ability to recognize emotions, carry out human-like interactions, and smoothly transition between languages.
Currently available in Hindi and English, the company plans to extend support to additional Indian languages in the coming months, catering to a broader customer base.
While automation could raise concerns about job displacement, Meesho has assured its employees that no layoffs are anticipated.
Instead, the company is investing in upskilling its customer executive team to manage more complex issues, ensuring job security while maintaining high service standards.
Founded in 2015, Meesho originally began as a social ecommerce startup before transitioning to a marketplace model in 2022 to compete with giants like Flipkart and Amazon.
The company has carved out a niche in Tier-II and Tier-III cities, where it generates over 80% of its revenue.
In its latest financial results, Meesho reported a sharp 81.8% reduction in net loss, shrinking to INR 304.9 Cr in FY24, compared to INR 1,675 Cr in the previous year.
Operating revenue also grew by 32.8%, reaching INR 7,614.9 Cr, bolstered by strong improvements in margins.
With its continuous focus on innovation, customer experience, and operational efficiency, Meesho is positioning itself as a major player in the Indian ecommerce landscape, particularly in the growing Tier-II and Tier-III city markets.
