Meesho launches GenAI-Powered Voice Bot For Customer Support

New Delhi: E-commerce platform Meesho on Tuesday announced the launch of its GenAI-powered voice bot to improve user experience and ensure round-the-clock customer support.

The voice bot, which started operating about a month back, is currently available in English and Hindi, and is likely to expand to six additional regional languages -- Bengali, Gujarati, Kannada, Marathi, Telugu, and Tamil.

“Designed to autonomously handle a wide range of customer interactions, the voice bot currently handles about 60,000 calls daily, providing fast and efficient resolutions. With an impressive 95 per cent resolution rate, it significantly reduces the need for human intervention, streamlining support and minimising escalations.

“This efficiency has also contributed to a nearly 50 per cent improvement in Average Handle Time (AHT), resulting in quicker and more effective customer service,” a company statement said. The solution leverages agentic AI to autonomously analyse data, make informed decisions, and respond to customer queries in real time.

Effectively managing common inquiries, it allows human customer support agents to dedicate their time to more intricate problems, thereby improving service quality and maximising overall support efficiency, the statement said.