Technical News Office –Instant delivery platforms like Blinkit, Zomato use chatbots to solve their customers’ problems. Online shopping site Meesho has gone a step ahead and introduced AI in the form of customer service. It will resolve the grievances of the population on a daily basis. It is a voice bot powered by Generative AI. Meesho claims that it is the first Indian e-commerce company to do so and by using AI in customer support, its expenses (call costs) have been reduced by 75%.
GenAI can be understood in everyday language in such a way that a robot is trained by uploading lots of data to it. In the case of Meesho, the voice robot will recognize people’s voices, listen to their problems and solve them. According to media reports, Meesho said that currently its AI bot supports English and Hindi languages and handles 60,000 customer calls daily, of which 80% are in small towns, villages and villages. The startup, valued at $4.9 billion, generates revenue of more than $5 billion each year.
However, the company did not share the details of how it reduced the cost per call by 75% with the help of the AI bot. The company claims the bot resolves 95% of customer issues, with only 5% of calls requiring human intervention. The company says the arrival of the voice bot will also ensure that customer service continues to operate around the clock.
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