📞 AI revolutionizes Meesho’s customer support
Meesho, valued at $4.9B, is using generative AI to handle 60,000 customer calls daily in English and Hindi. With 160M customers, 80% in smaller towns, the bot has reduced call costs by 75%. The firm plans to add six more Indian languages to its system.
🌟 Boosting efficiency and satisfaction
Meesho’s voice bot resolves 95% of queries, requiring human intervention in only 5% of cases. Average call handling time has been halved, while customer satisfaction has risen by 10%. The 24/7 AI service ensures seamless support even in noisy or low-tech conditions.
🛠 Customized tech over building from scratch
Meesho opted against creating its own AI model, instead integrating existing large language models (LLMs) with specialized tools for speech recognition and natural language processing. CTO Sanjeev Barnwal emphasized the challenges of ensuring quality on low-end devices and noisy environments.
🌍 India’s tech race to adopt AI
Meesho’s move highlights a broader trend of Indian companies leveraging AI for operational efficiency. As startups debate building versus adopting models, investors like Hemant Mohapatra suggest focusing on scalable strategies. “Play the war you can win,” he advises.
How will AI reshape customer service jobs?
