Meesho, a leading horizontal e-commerce platform, has developed a new Gen AI-powered multilingual voice bot, which promises to drive personalized, human-like customer support at scale and cater to the needs of its diverse user base, particularly in tier II cities and beyond.
PC: Express Computer
The demand for efficient and accessible customer support systems has grown along with the evolving e-commerce landscape. Meesho’s voice bot aims to meet that demand by being functional on basic smartphones and in noisy environments, which is critical to reaching users in less urbanized areas. With about 80% of its user base coming from tier II cities, the bot is formed keeping in mind the special challenges being faced by the customers there.
Another feature that stands out of Meesho’s voice bot is its advanced interruption-handling ability. It can pick between casual affirmations such as “ji” or “okay” and actual interruptions, meaning the bot doesn’t interrupt what a user actually said but can change the flow and content of the conversation as smoothly as humanly possible. Here, this feature has allowed for a higher degree of customer satisfaction since it has contributed to a 10% CSAT increase into overall customer satisfaction records, something Meesho claims has already been realized.
The voice bot can process a staggering volume of customer interactions that can handle up to 60,000 calls daily at a 95% resolution rate. This has a result of improving the average handle time by 50%, which simply means that queries are being resolved much faster than before. It currently supports both Hindi and English, but is expected to add six more regional languages in the near future. This is very important because India is a linguistically diverse country where regional languages play a vast role in communication.
In the near future, Meesho intends to increase this emotion recognition ability within the voice bot. This enhancement should further personalize interactions by having the bot understand and respond to the emotional tone of users, enhancing overall engagement and satisfaction levels.
The launch of this voice bot happens when Meesho is really growing fast. According to recent reports, the company’s revenue from operations rose 32.8% to ₹7,615 crore during FY24 compared with ₹5,734 crore during FY23. Additionally, the losses of Meesho have shrunk by 81.8% to ₹305 crore during the same period. However, the company has reported profitability at June 2023 for the first time in its journey.
Meesho operates as an application-based marketplace, connecting suppliers with consumers and enabling resellers to sell products through popular social platforms such as Facebook and WhatsApp. This model has proven effective in tapping into the growing demand for online shopping, particularly among small businesses and individual entrepreneurs.
In short, Meesho by introducing Gen AI-powered multilingual voice bot is taking an active step in developing customer support as well as engagement in the competitive e-commerce landscape. Using artificial intelligence and tuning towards user convenience, Meesho is bound to continue its growth trajectory with diversified needs at the helm of its customer base. Commitment towards improvement of experiences through technology is going to have a significant role in its success story in the times to come.
