Indian e-commerce firm Meesho has developed a real-time voice agent using ElevenLabs text-to-speech to automate customer support in Hindi and English.
It efficiently manages many inquiries without human intervention, covering order delays, cancellations, and refunds, while reducing average handling time, according to Eleven Labs.
“Voice AI is changing how businesses in India interact with their customers. Meesho’s deployment shows what’s possible when multilingual, natural-sounding speech becomes the interface,” said Siddharth Srinivasan, GTM India, ElevenLabs.
The company is set to open subscriptions for its three-day initial public offering (IPO) sale starting on December 3, with a price band of ₹105 to ₹111 per equity share.
Ahead of the IPO, the company’s report said it is deepening its AI capabilities through its Meesho AI Labs initiative, aiming to institutionalise long-term, frontier AI innovation.
The team has built AI-driven systems that personalise the shopping experience, such as optimising product rankings and tailoring recommendations.
Meesho AI Labs has also worked to improve the customer experience through vernacular voicebots that leverage generative AI to resolve queries more naturally and intuitively for shoppers in smaller towns and rural areas.
Key focuses of Meesho AI Labs also include creating language models tailored for Indian consumers, enhancing the shopping journey with agentic AI, improving transaction risk management, and increasing the effectiveness of advertising through AI.
The company intends to build and roll out technology products, including various logistics management systems and content creator technologies, to optimise fulfilment, content generation, and seller operations at scale, Meesho said in a report.
“We are also currently piloting the externalisation of our AI-enabled support services to third parties,” the company added.
Additionally, Meesho Networks was set up in April 2025, “with the objective of commercialising AI technologies and solutions.”
The company intends to continue building its technology stack to “reduce manual overheads and improve process efficiency across the platform.”
They aim to develop technology products, including logistics management systems and content creator tools, to enhance fulfilment, content generation, and seller operations.
Designed for Meesho’s low-cost environment, these systems will leverage automation to expedite cataloguing and product discovery, the report said.
As per Reuters, Meesho aims for a valuation of up to $5.6 billion in its upcoming IPO, which is projected to reach $170-$190 billion by 2030, according to a Bain and Flipkart report.
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