BENGALURU: Ecommerce market Meesho on Tuesday introduced a generative synthetic intelligence-powered multilingual voice bot, setting a brand new customary for customer service within the e-commerce business in India.
Currently, the function helps solely Hindi and English. However, the Bengaluru-based startup plans to increase this to six further regional languages over a time frame.
The answer goals to assist the corporate cut costs, ship a extra personalised and human-like support expertise whereas serving a various and rising person base unfold throughout city and rural India.
The firm has lowered the per name price utilizing the voicebot by one-fourth of the associated fee with a human agent concerned. Currently, it handles about 60,000 calls day by day. “That is not even half of the entire customer support that we get,” Meesho co-founder and chief expertise officer Sanjeev Barnwal informed TOI. He declined to share the variety of calls the corporate will get in complete.
Using pure language processing (NLP), computerized speech recognition (ASR), and text-to-speech (TTS), the voicebot at present has a decision fee of round 95%, the corporate stated. It cuts Average Handle Time (AHT) by 50% from about 4 minutes to two minutes, Barnwal informed TOI.
Bengaluru-based Meesho, which competes in opposition to giants akin to Amazon India and Flipkart, has 80% of its person base come from tier II cities and past, and over 45% from tier IV and past.
Founded by Barnwal and Vidit Aatrey in 2015, not like its rivals, Meesho doesn’t cost any commissions from sellers. It generates income from promoting and logistics providers for sellers. The firm’s operational revenues grew by 33% to Rs 7,615 crore in FY24.
Aided by person progress, generative synthetic intelligence and machine studying for product discovery, improved in-app experiences and customer service, the corporate narrowed adjusted losses by 97% from Rs 1,569 crore to Rs 53 crore in FY24. It had additionally recorded a marginal revenue within the second quarter of FY24.
