Dukaan CEO's 'Good News' of Laying Off 90% Staff Meets With Online Backlash
News 18Dukaan founder and CEO, Suumit Shah, recently sparked controversy on Twitter when he revealed that 90% of the company’s support staff had been laid off following the implementation of an AI chatbot for customer support queries. In a Twitter thread shared on Monday, Shah explained that the introduction of Dukaan’s own AI assistant significantly reduced the resolution time from 2 hours and 13 minutes to just 3 minutes and 12 seconds. Shah explained that the goal was to develop “Dukaan’s own AI assistant, which would answer customer queries instantly and precisely, anywhere.” We had to layoff 90% of our support team because of this AI chatbot.Tough? Time to first response went from 1m 44s to INSTANT!Resolution time went from 2h 13m to 3m 12sCustomer support costs reduced by ~85% Here’s how’s we did it — Suumit Shah July 10, 2023 He even mentioned that the chatbot, named Lina, had already resolved over 1400 support tickets, but this was just the beginning of Dukaan’s AI transformation.
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