Last month, Meesho, an e-commerce platform based in Bengaluru, implemented an AI-driven voicebot that handles approximately 60,000 calls per day, resulting in a 75% reduction in customer call costs. According to Sanjeev Barnwal, co-founder and CTO of Meesho, this is India’s first GenAI voicebot and currently operates in Hindi and English. The company has seen a significant decrease in cost per call, from 25% to 15%, and plans to continue scaling and potentially adding new languages to improve accessibility for customers across India.
Meesho has also adopted LLMs (large language models) to scale other parts of its operations, such as customer support and product cataloguing. The company has chosen Azure OpenAI for cost optimization and GitHub Copilot for its team of over 200 developers. Other Indian e-commerce leaders, including Flipkart, Amazon, and Myntra, have also implemented AI features to enhance the shopping experience for their customers.
Meesho’s success in driving efficiencies through AI has contributed to its 33% revenue growth in the last financial year, reaching ₹7,615 crore. The company’s team credits this growth to leveraging generative AI and machine learning for better discovery, improved in-app experience, and round-the-clock customer support.
Meesho’s adoption of GenAI is not unique, as other Indian e-commerce companies have also embraced AI to enhance their services. Flipkart’s Immerse, Amazon’s Rufus, and Myntra’s My Stylist and MyFashionGPT are just a few examples of AI-powered features that aim to improve the shopping experience for customers.
In conclusion, Meesho’s deployment of an AI-driven voicebot and adoption of LLMs have not only reduced costs but also supported the company’s move towards profitability. With the continuous efforts to handle more complex calls through automation and the potential addition of new languages, Meesho is committed to providing affordable and accessible products to its user base.
