Meesho is expanding the role of its in-house AI platform, Chorus, beyond customer support to become an AI assistant for sellers, helping them with pricing, catalogue optimisation, advertising and business decisions as the e-commerce platform doubles down on artificial intelligence to improve the shopping experience for users in smaller towns.Speaking to businessline, Kiran Kumar Katreddi, Head of Platform Engineering and Agentic AI at Meesho, said the company is building agentic AI capabilities that can guide first-time online sellers through every stage of their journey without making decisions on their behalf.“Most of our sellers are first-time e-commerce entrepreneurs. We want Chorus to become their business partner, helping them optimise pricing, improve catalogue quality, run advertisements and participate in sales while allowing them to take the final decision,” he said.Originally launched as a multilingual AI-powered customer support platform, Chorus has evolved into a broader AI system supporting both buyers and sellers. The platform currently handles more than 84 million customer interactions annually and resolves over 60 per cent of customer queries autonomously, with nearly 85 per cent of issues being resolved during the first interaction.The company is now extending the platform’s capabilities to sellers. Over the past year, Chorus has handled around 300,000 seller conversations, assisting merchants with onboarding, catalogue creation, advertising and participation in promotional events. Going forward, Meesho plans to use AI to provide personalised recommendations based on each seller’s business performance, including suggestions on pricing, inventory and product mix.Katreddi said the next phase of AI development will focus on understanding complex human interactions rather than simply answering information-based queries.One of the biggest engineering challenges, he noted, is designing AI systems that understand multiple Indian languages, regional dialects and accents while accurately interpreting user intent. Chorus currently supports most major Indian languages and has achieved about 96 per cent accuracy in intent detection while also handling customer interruptions during conversations.The platform is also being trained to recognise emotional cues. Katreddi said Meesho analysed thousands of customer interactions to teach its voice AI to respond empathetically, particularly during “high-anxiety” calls, where customers are frustrated or upset. The company measures AI performance against human customer service agents and only expands automation when customer satisfaction scores match or exceed those of human representatives.Meesho is also investing in making its AI models work efficiently on low-end smartphones and poor network conditions, reflecting its focus on users in Tier-II, Tier-III and smaller markets. The company is enhancing multilingual capabilities, regional accent recognition and emotion detection while keeping computing costs low enough to support its value-focused e-commerce model.Katreddi said that despite interest in commercialising the technology, Meesho has no immediate plans to open-source Chorus or offer it externally. “Our focus right now is to solve problems at Meesho’s scale and continue improving the experience for our users and sellers,” he said.Published on July 23, 2026