Case Study: Meesho Handles 60,000 Daily Calls With ElevenLabs

Challenges

Meesho, one of India’s largest e-commerce marketplaces, with its large and diverse user base, needed a way to deliver empathetic, human-like support at scale – across multiple languages and use cases.

The team evaluated several voice solutions before selecting ElevenLabs for one reason: quality.

Solution

They built a real-time voice agent using ElevenLabs Text to Speech to automate customer support in both Hindi and English.

This bot now handles high-volume queries about order and delivery statuses like delays, cancellations, etc. – all in natural, spoken conversation.

Why Meesho chose ElevenLabs

From the first proof of concept, our voices stood out for their clarity and warmth – leading to higher user engagement and overwhelmingly positive feedback.

We worked closely with Meesho’s team throughout integration, helping them go live quickly and with confidence.

By integrating ElevenLabs Conversational AI, retailers can automate high-volume support without sacrificing quality or empathy.

“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; not just for convenience, but for trust. This isn’t a feature layer – it’s infrastructure for customer engagement,” said Siddharth Srinivasan, GTM India, ElevenLabs.

Results

Since launch, Meesho’s voicebot has consistently delivered high accuracy and reliable performance – even under peak seasonal demand. With multiple voice options available, Meesho could fine-tune the customer experience further.

The bot handles over 60,000 customer calls daily in both Hindi and English.

It resolves a high volume of queries without human intervention – covering order delays, cancellations, and refunds – while reducing average handling time.

“Our goal was to create a voice experience that truly feels human – and ElevenLabs helped us achieve that. The clarity, warmth, and tone of the voice played a key role in building trust with our users at scale.

We’re excited about the future and look forward to solutions that enable even deeper emotional expression through voice,” said Siddharth Gupta, GM – New Initiatives, Meesho.

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This post has been re-published by kind permission of ElevenLabs - view the original article.

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Reviewed by: Robyn Coppell