Managing peak demands with AI
During periods of heightened demand, Meesho was managing volumes of 8.5 million orders per day and around 100,000 support chats daily during sales season. In these periods, the existing customer contact centre team of 7,000 individuals couldn’t cope with the surge, and contingent staff had to be hired.
Meesho wanted to explore optimal Generative AI solutions to support the peak support demands, while increasing developer productivity and improving test coverage.
Focus on optimisation
Meesho evaluated different Generative AI solutions and chose Azure OpenAI to achieve sustainable optimisation of call centre costs. At the same time, Meesho also adopted GitHub copilot for its 200+ internal developer ecosystem.
Faster resolution of complaints
With Azure OpenAI, Meesho’s customers were able to get their complaints resolved faster, and at any time of the day. The better customer support experience was evidenced by the 20% improvement in the customer effort score. At the same time, with Azure OpenAI APIs users are able to discover newer products easily, resulting in a 5% uplift related in long-tail queries. Developers using GitHub Copilot were also able to write code quickly and efficiently.
Vidit Aatrey
Co-Founder & CEO
Meesho
Embracing innovation at Meesho, we leverage Microsoft’s enterprise-scale Azure OpenAI to tackle the dynamic challenges of our customer support contact center. With peak transaction volumes reaching millions orders per day and large volumes of support chats daily during sales, our partnership with Microsoft empowers us to deploy optimal generative AI solutions. This strategic move not only ensures seamless scalability during heightened demand but also enables sustainable cost optimization, marking a significant step forward in enhancing customer support efficiency at Meesho. Moreover, the implementation of these cutting-edge solutions has seen a substantial improvement in customer satisfaction, reinforcing our commitment to delivering exceptional experiences to our users.
20%
improvement in customer effort score
5%
uplift in long-tail queries
Meesho is an online shopping platform that facilitates trade between suppliers, resellers and customers. More details at https://www.meesho.com