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How did Meesho used AI to cut customer call costs by 75%? Meesho used AI to cut customer call costs by 75% In the field of e-commerce, a lot of Startups are expanding every day. Quick commerce is also coming the landscape of e-commerce. A lot of e-commerce giants are trying to optimise and enhance the experience of a customer using AI. Meesho is also revolutionising it’s game using AI. This e-commerce giant is becoming prime example of e-commerce startup in India. This startup has replaced humans with AI-powered bots to improve the efficiency. By replacing humans with AI-powered bots, Meesho has successfully used AI to cut customer call costs by impressive 75%. Although, this use has become common in west. But, now a lot of companies in UK are also working on this concept. AI bot tries to solve most of the human queries. These AI powered bots try to give solutions to wide array of customer queries. This is a sort of instant support of those customers whose queries are not complex. The instant support gives a positive impact to the mind of customer. As this has helped Meesho to cut customer call costs by 75%, so this can also be beneficial to Meesho in terms of accounting. The startup can use the saved costs in some more productive manner. The market of AI bots has increased a lot from 2021 and is expected to become more than double by 2025. The bots are capable of understanding and responding to customer requests. Meesho used AI powered bots that are capable of offering solutions to common problems. ARE AI BOTS USED BY MEESHO GOOD? These type of AI bots can solve a lot of queries simultaneously. According to sources, Meesho has a lot of it’s customer base in Tier-II and Tier-III cities. As of now, these voice bots used by Meesho currently handle 60,000 calls daily. This number is less than half of Meesho’s total daily call volume. The company maintains a human layer for complex queries. We donot think that the company plans to handle all customer queries through AI, further reducing reliance on human agents. This strategic shift towards AI-driven customer support has also resulted in faster query resolution times, improving the overall customer experience. The average turnaround time for resolving queries has been cut in half, from 3-4 minutes to 1.5-2 minutes. As per our experience, these type of bots can make customer feel miserable also. According to a survey by Gartner, nearly 2/3rd of customers prefer that companies don’t use AI for customer service. Moreovor, the voice of these AI powered bots by Meesho(or other companies) are less human. Hence, these bots can lower the emotional trust of the customer. Although these bots are good to use. But, they have discrepancies which needs to be resolved before hand.