Meesho makes AI its customer care reduces call costs by 75 percent

Instant delivery platforms like Blinkit, Zomato use chat bots to deal with the problems of their customers. Online shopping site Meesho has gone a step ahead and introduced AI in the form of customer care. It will settle the complaints of the people on daily basis. It is a voice bot powered by Generative AI. Meesho says that it is the first Indian e-commerce company to do so and by using AI in customer support, its expenses at this level (call costs) have reduced by 75 percent.

Generative AI (GenAI) can be understood in common language in such a way that a bot is trained by uploading a lot of data. In the case of Misha, the voice bot will recognize people’s voice and listen to their problems and solve them.

media reports According to Meesho, Meesho has said that currently its AI bot supports English and Hindi languages ​​and handles 60 thousand customer calls daily. The company will soon start supporting AI in 6 more languages.

According to a report by TechCrunch, Meesho has more than 16 crore customers in India. Of these, 80 percent are in small cities, towns and villages. This startup, valued at $4.9 billion, makes sales of more than $5 billion every year.

However, the company has not shared the details of how it reduced the per-call cost by 75 percent with the help of AI bot. The company claims that 95 percent of customer problems are solved by the bot, only 5 percent of calls require human intervention. The company says that the arrival of voice bot will also ensure that customer care continues to work round the clock.