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Softbank - second on-line shopping siteMeeshohas rolled out what it claims is the first GenAI - power voice bot among Indian e - Department of Commerce firm for client support , paring down some disbursement by 75 % .
GenAI , or procreative AI , refers to hokey intelligence model that are school on caboodle of datum so that they are open of producing and parse subject — in this case the human vocalism .
The Bengaluru - base e - commerce startup articulate Tuesday its AI bot currently handles 60,000 client calls day by day in English and Hindi . The startup , which also counts Elevation and Prosus among its backers , plan to add support for six more Amerind languages .
Meesho has more than 160 million customer in India , with 80 % of them in smaller cities , towns and villages . The startup , which is valued at $ 4.9 billion , processes over $ 5 billion in annual sales . Customer support has been a significant centering . “ We get a ton of customer support calls , ” said Sanjeev Barnwal , co - founder and chief technology officer , in an interview with TechCrunch . Getting it ripe is necessary to “ create the beneficial experience for our users , ” he said .
Rather than developing its own large language model ( LLM ) , Meesho has — for now — combined existing LLM with custom - built element that understand local context and language subtlety . The organization includes specialized building pulley block for speech acknowledgment and rude speech processing , per Barnwal .
“ We have n’t built our own LLM because we believe the off - the - ledge ones useable out there were doing well in Hindi and English , ” he said .
In a demonstration , he showed how the system had to overcome several technical hurdle . “ Voice quality matters a lot . Many user are on low-spirited - end smartphones and there ’s often noisy background like jalopy honking , ” Barnwal noted , saying the bot had to be engineer to amend reaction time and filter out street noise while hold natural - sounding conversations .
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He correct to elaborate on the per - call expenses that the AI bot had been able to shrink by 75 % . But the e - commerce house , which recentlygenerated electropositive immediate payment flow , claims a 95 % query solving rate through the bot , with only 5 % of outcry requiring human treatment . client expiation has also improved by 10 % , it suggested . The articulation bot will also secure that Meesho can propose client support round the clock , he say .
Meesho also said that the vocalism bot has reduced its average client call manipulation time by one-half , but the companionship asserted that the technology was n’t aimed at replacing human agents — who it tell had been redirected to handle more complex query and volunteer trafficker support .
Another fundamental challenge he mentioned was making sure the AI stuck to strict guidelines about insurance policy like returns and refund .
The rollout emphasise how India ’s technical school companies are racing to deploy AI to become more effective , even as they weigh whether to build proprietary models or rely on existing LLMs .
“ I do n’t think we have enough talent today to ramp up the foundational model , ” say Hemant Mohapatra , a married person at Lightspeed , at a late group discussion . “ Play the war that you are capable of winning . ”
