On November 26, 2024, e-commerce startup Meesho launched a new multilingual, Gen AI-powered voice bot designed to enhance customer support by providing personalized, human-like assistance in Hindi and English. The Bengaluru-based company, which serves a large number of users from tier 2 cities and beyond, claims that the voice bot performs efficiently on basic smartphones and even in noisy environments. Meesho plans to expand the bot’s capabilities to include six additional regional languages in the near future.

The introduction of this AI-driven feature has helped Meesho achieve a 10% boost in customer satisfaction (CSAT) scores, further strengthening its position in the competitive e-commerce market. The company currently handles around 100,000 chats daily, with the majority of these interactions now automated through generative artificial intelligence (GenAI). According to Sanjeev Barnwal, Meesho’s founder and chief technology officer (CTO), AI automation has reduced customer support costs by 90%, with 95% of chats now being resolved through AI instead of human agents.

Meesho also reports that it processes approximately 60,000 customer calls every day, boasting an impressive 95% resolution rate. This has resulted in a 50% improvement in average handle time (AHT). In addition to Hindi and English, the company plans to introduce emotion recognition capabilities in future updates to enhance customer interactions.

As an application-based marketplace, Meesho connects suppliers with both consumers and resellers, enabling them to sell products through platforms like Facebook, WhatsApp, and other social media channels. According to startup intelligence platform TheKredible, Meesho’s revenue from operations grew by 32.8% to Rs 7,615 crore in FY24, compared to Rs 5,734 crore in FY23. The company also saw a significant reduction in losses, shrinking by 81.8% to Rs 305 crore in FY24. Notably, Meesho achieved profitability in June 2023.

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