Artificial intelligence replaces 90% of support staff at an Indian startup
Indian startup Dukaan has replaced 90% of its customer support staff with an AI chatbot.
Suumit Shah, the company’s founder, wrote on Twitter that the changes reduced the first response time from 1 minute and 44 seconds to zero. The time to solve the problem has also decreased from two hours to three minutes. Total customer support costs decreased by about 85%.
Shah’s tweets were not welcomed. He called the dismissal of 90% of the support team a “difficult” but “necessary” decision. However, Shah then stated that most startups prioritize profit over the intention of becoming a unicorn.
Source
theregister