Indian e-commerce firm Meesho has launched a Gen-AI-powered voice bot designed to assist resolve buyer queries on the platform. With 80 p.c of Meesho’s customers hailing from tier 2 cities and past, the voice bot is constructed for adaptability, performing effectively on primary smartphones and even in noisy environments. “Main the AI revolution in e-commerce, Meesho launches India’s first Gen AI-powered voice bot at scale, providing personalised, human-like multilingual help to boost buyer expertise,” the corporate stated in an announcement on Tuesday (November 26).
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AI Utilization in E-Commerce Buyer Assist
The launch comes amid a rising pattern the place e-commerce firms are utilizing synthetic intelligence (AI) and generative AI to cut back prices and streamline operations. Earlier this yr, Amazon launched Rufus, an AI-powered purchasing assistant in India, to boost buyer expertise, which has already yielded promising outcomes.
The voice bot boasts an interruption-handling characteristic that differentiates between informal affirmations (like “sure,” “ji,” or “okay”) and significant interruptions, making certain clean and uninterrupted interactions. In consequence, the bot affords seamless help, reaching 10 p.c increased Buyer Satisfaction (CSAT) scores, the corporate stated in an official assertion.
Value Discount and Quicker Response Occasions
In line with Meesho, the bot handles round 60,000 calls every day and has achieved a 95 p.c decision fee, considerably lowering human intervention and boosting effectivity. This has led to a 50 p.c enchancment in Common Deal with Time (AHT), offering quicker and more practical buyer help.
“The voice bot ensures constant and correct service with sturdy adherence to Customary Working Procedures (SOPs), boosting reliability and consumer satisfaction. This positions it as a best-in-class resolution for seamless, 24/7 buyer help,” the corporate stated.
“Spearheading the AI revolution in e-commerce, Meesho’s Gen AI-powered voice bot showcases our dedication to groundbreaking, industry-first improvements,” stated Sanjeev Barnwal, Co-Founder and Chief Know-how Officer. “Engineered with India’s wealthy multilingual panorama in thoughts, the voice bot leverages superior Gen-AI, Giant Language Fashions (LLM), and cutting-edge pure language processing to empower customers to speak seamlessly of their most well-liked language, fostering unparalleled accessibility and inclusivity. Its human-like interplay is a standout characteristic, enhancing communication ease, constructing belief, and delivering help that feels pure and relatable.”
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Multilingual Assist and Emotion Recognition
Meesho’s voice bot leverages applied sciences akin to pure language processing (NLP), computerized speech recognition (ASR), text-to-speech (TTS), and Giant Language Fashions (LLM) to supply quick, correct, and culturally related responses.
The bot at present helps Hindi and English with plans to broaden to 6 extra regional languages, together with Gujarati, Bangla, Marathi, and different vernacular languages to service all of Meesho’s regional clients. Future updates will introduce emotion recognition capabilities, enabling the voice bot to detect consumer feelings for extra empathetic and responsive interactions, the corporate stated.
In line with a number of media experiences, Sanjeev Barnwal stated the price per name can be lowered by 75 p.c with the assistance of the newest voice bot in comparison with a human’s price per name earlier. The turnaround time for every question can even halve from round 3-4 minutes to about 1.5-2 minutes, Barnwal added.
