Meesho Leverages AI to Boost Customer Support

Meesho, the popular Indian e-commerce platform, has introduced a new AI-powered voice bot to enhance its customer support services. This innovative solution aims to streamline post-order queries and reduce costs.

The AI voice bot is designed to handle a wide range of customer inquiries, including order tracking, returns, and refunds. It can understand and respond to queries in both Hindi and English, and it is capable of recognizing emotions and adapting its responses accordingly.

By automating these routine tasks, Meesho expects to significantly reduce its customer support costs. The company estimates that the bot can help slash per-customer call costs by 75%. Additionally, it is projected to reduce overall expenses by 15-20%.

While the bot is currently handling a portion of post-order queries, Meesho plans to scale it up to handle all such inquiries in the future. This will allow the company's human agents to focus on more complex issues and provide higher-quality customer service.

To ensure a smooth transition and avoid job losses, Meesho is upskilling its customer service team to handle more advanced queries. This approach will enable the company to maintain a high level of customer satisfaction while benefiting from the efficiency gains provided by AI.

Meesho's recent financial performance has been strong, with a significant reduction in net losses. The company's focus on Tier II and Tier III cities has been a key driver of growth. By leveraging technology and improving operational efficiency, Meesho is well-positioned to continue its upward trajectory.