Meesho debuts AI customer support services to reduce costs (#1682511)

E-commerce business Meesho has debuted an artificial intelligence driven powered chatbot on its website. The voice bot is designed to ameliorate Meesho’s customer support offering and reduce costs.

Since launching the AI service around a month ago, Meesho has reported that it has experienced a 10% increase in customer satisfaction scores, the Economic Times reported. The business has also seen its resolution rate reach 95% by deploying the technology.
 
The voice bot is designed to give shoppers human like interactions to enable them to communicate in a clear and personable manner. The bot also integrates emotion recognition to enable it to give appropriate responses and promote cordial dialogue.
 
Since its launch, the bot now handles approximately 60,000 customer calls each day concerning post-order experience. This makes up less than half if the calls that Meesho receives but the business plans to increase this to all post-order calls in the coming year.
 
Meesho’s AI voice bot is multilingual and currently has English and Hindi language options. The business plans to add more regional language options to the service in the future and this will especially help it to connect with non-metro shoppers who are increasingly embracing e-commerce.
 
Meesho was launched as a social commerce business in 2015 by Vidit Aatrey and Sanjeev Barnwal. Based in Bengaluru, the business announced that it had achieved profitability in July 2023, Mint reported.