Meesho Rolls Out India's First GenAI-Powered Voice Bot for E-Commerce Support
- 28/11/2024 04:25 AM
- Kevin
Softbank-backed e-commerce giant Meesho has introduced what it claims is the first Generative AI (GenAI)-powered voice bot among Indian online shopping platforms. The new technology is transforming customer support, reducing expenses by an impressive 75%, and setting a precedent for AI adoption in the region’s burgeoning tech industry.
Here’s a detailed look at Meesho’s innovation, its impact, and the challenges it aims to overcome.
What is Meesho’s GenAI Voice Bot?
Generative AI, or GenAI, refers to advanced AI systems trained on vast datasets to generate, interpret, and respond to content—in this case, voice-based interactions. Meesho’s voice bot is engineered to handle customer support calls seamlessly in English and Hindi, with plans to expand to six more Indian languages.
Currently, the system manages 60,000 calls daily, marking a significant leap in how e-commerce platforms approach customer service. By leveraging existing large language models (LLMs) alongside custom-built components tailored to Indian contexts, Meesho has created a solution capable of parsing regional language nuances and overcoming technical hurdles like poor audio quality and noisy backgrounds.
Technical Innovations and Challenges
Meesho’s voice bot is the result of a meticulous design process aimed at addressing the specific needs of its diverse customer base, particularly in smaller cities and villages where 80% of its users reside.
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Integration of Off-the-Shelf LLMs
Instead of developing its own LLM, Meesho has combined pre-existing models with proprietary tools designed for:- Speech recognition
- Natural language processing
- Understanding regional linguistic nuances
“The off-the-shelf LLMs available today are already performing well in Hindi and English,” said Sanjeev Barnwal, Meesho’s co-founder and CTO.
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Noise Handling and Latency
With many customers using low-end smartphones in noisy environments, the bot had to overcome:- Filtering street noise, such as honking buses.
- Enhancing latency to maintain real-time, natural-sounding conversations.
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Strict Policy Adherence
The bot was engineered to adhere strictly to company policies, especially concerning sensitive issues like returns and refunds. -
Round-the-Clock Service
The GenAI-powered bot enables 24/7 customer support, ensuring users receive assistance regardless of the time of day.
The Business Impact
Meesho’s innovation isn’t just about automation—it’s about improving customer satisfaction and operational efficiency:
- Reduced Call Costs: Though the company hasn’t disclosed specific figures, the voice bot has cut per-call expenses by 75%.
- Faster Query Handling: The average call handling time has been reduced by half.
- Improved Query Resolution: The bot resolves 95% of customer queries, with only 5% escalated to human agents.
- Enhanced Customer Satisfaction: Overall satisfaction has risen by 10% since the bot’s rollout.
Not Replacing Humans, but Enhancing Roles
Unlike many fears surrounding automation, Meesho emphasizes that the GenAI bot is not designed to replace human agents. Instead, employees have been redirected to focus on:
- Complex Queries: Issues that require nuanced understanding.
- Seller Support: Assisting sellers in managing their operations more effectively.
This hybrid model ensures a balance between automation and human expertise, reinforcing Meesho’s commitment to creating the best user experience.
The Bigger Picture: AI in Indian Tech
Meesho’s voice bot highlights a larger trend in India’s tech ecosystem, where companies are racing to adopt AI technologies to streamline operations and improve services.
Build vs. Buy Debate
The decision to rely on existing LLMs rather than developing proprietary models reflects broader challenges in India’s AI industry. According to Hemant Mohapatra, a partner at Lightspeed:
“I don’t think we have enough talent today to build the foundational models. Play the war that you are capable of winning.”
E-Commerce Transformation
With over 160 million customers and annual sales exceeding $5 billion, Meesho is at the forefront of India’s e-commerce evolution. The adoption of AI tools like the voice bot positions the company to remain competitive while addressing the unique needs of its vast and diverse user base.
Looking Ahead
As Meesho continues to scale its voice bot capabilities, including support for additional Indian languages, it underscores the transformative potential of AI in emerging markets. By addressing technical challenges, reducing costs, and improving customer satisfaction, Meesho’s GenAI-powered solution sets a benchmark for other companies in the region to follow.
With its customer-centric approach and focus on innovation, Meesho is poised to not only revolutionize customer service in Indian e-commerce but also inspire broader AI adoption across industries.
