IndiaRetail and e-commerce2024 – ongoingMeesho
AI voice bot for customer support calls
Meesho's voice bot took about 60,000 customer calls a day within a month of launch, and the company said it cut call costs by 75%
Problem
Meesho serves more than 160 million customers, about 80% of them outside big cities. Many call support instead of using chat, and phone support is costly to staff.
Approach
Meesho built a voice bot on existing large language models, with its own speech recognition and language understanding components. The bot launched around October 2024 in English and Hindi and was designed to run on basic smartphones and in noisy places. Human agents were kept for complex cases and seller support.
Results
Takeaway
The cost and resolution figures come from the company, and its CTO declined to explain how the 75% was calculated. The bot was built for Hindi and English first, with six more Indian languages planned.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
TechCrunch reported the bot handles about 60,000 calls a day in English and Hindi. Meesho claimed a 75% cut in per-call cost and a 95% resolution rate, with about 5% of calls going to humans. The company said it combined existing language models with its own speech components, and its CTO would not explain how the 75% was reached.
Outlook Business repeated the company's figures: about 60,000 calls a day, round the clock, and a 75% cost cut. It noted that Meesho had not released data on the query-cost savings. The bot launched about a month earlier, with six more languages planned.
Full details are in the original sources.
