Meesho Launches AI-Powered Voice Bot To Enhance Customer Support

The solution leverages agentic AI to autonomously analyse data, make informed decisions, and respond to customer queries in real time. Effectively managing common inquiries, it allows human customer support agents to dedicate their time to more intricate problems, thereby improving service quality and maximising overall support efficiency, the statement said. Considering that 80 per cent of Meesho's users originate from tier-2 cities and beyond, the voice bot is designed for flexibility, operating effectively on basic smartphones and in noisy conditions.

Its advanced interruption management feature differentiates between casual affirmations (like "yes", "ji", or "okay") and genuine interruptions, ensuring the conversation continues smoothly unless a meaningful interruption occurs, it said. 

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"Its human-like interaction is a standout feature, enhancing communication ease, building trust, and delivering support that feels natural and relatable," Meesho Co-Founder and Chief Technology Officer Sanjeev Barnwal said. 

Future updates will include detecting user emotions for empathetic interactions, he said. Softbank-backed Meesho in October had reported a narrowing of adjusted losses by 97 per cent from Rs 1,569 crore in FY23 to Rs 53 crore in FY24, on account of reduction in general and administrative expenses. Its revenue from operations grew 33 per cent to Rs 7,615 crore in FY24, from Rs 5,735 crore in FY23. 

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