Meesho GenAI-powered voicebot manages 60,000 calls daily, cutting call costs by 75% and enhancing customer interactions at scale.
Meesho, a Bengaluru-based e-commerce platform, has deployed an AI-driven voicebot that handles around 60,000 calls daily. This innovative solution reduces customer call costs by 75%. Sanjeev Barnwal, Meesho’s co-founder and CTO, highlighted that their voicebot operates in both Hindi and English, making it the first GenAI voicebot of its scale in India.
The voicebot’s success is evident in its cost efficiency. The cost per call has decreased from 100% to 25% since implementation, with expectations to reduce it further to 15% as the bot scales. This cost reduction enhances affordability for their user base, which seeks a wide selection of accessible products. Barnwal noted that these early gains in AI efficiency are supporting Meesho’s path toward profitability.
In addition to the voicebot, Meesho is adopting large language models (LLMs) for various operational aspects, including customer support and product cataloging. The company utilizes Azure OpenAI for cost optimization and GitHub Copilot to support its over 200 developers. Debdoot Mukherjee, Meesho’s chief data scientist, emphasized that LLMs help tackle the challenge of managing high volumes of customer inquiries without needing extensive staffing.
Meesho’s revenue increased by 33% to ₹7,615 crore in the previous financial year, partly due to AI-driven efficiencies. The company credits its success to leveraging GenAI and machine learning for improved logistics, enhanced user experience, and continuous customer support. As a result, Meesho plans to automate more complex calls and explore additional language options to boost customer accessibility and convenience further.