Dukaan, a DIY platform that enables retailers to create their own online store without any programming knowledge, is the most recent business to reduce its human labor as a result of AI.
Suumit Shah, the CEO and creator of Dukaan, disclosed that 90% of the company’s support workers had been let go as a result of the implementation of an AI chatbot to handle customer support inquiries. Shah noted in a thread on Twitter on Monday that the inclusion of Dukaan’s own AI helper reduced the resolution time from the previous 2 hours and 13 minutes to 3 minutes and 12 seconds.
This AI chatbot forced us to fire 90% of our support crew, Shah said, calling it a “tough” but “necessary decision.”
When asked if the laid-off employees received any support, he dismissed the question and said he would discuss layoffs in more depth in a future LinkedIn article.
“As expected, ‘someone’ will get offended on behalf of ‘someone else’, so I had this reply ready: Assistance ke bare mein jab Linkedin pe post karunga tab dekh lena mere dost, yahaan Twitter pe log ‘profitability’ dekhte hai ‘sympathy’ nahi,” he wrote.
Shah published a comprehensive explanation of how the AI chatbot was created and how it has benefited Dukaan customers instead of responding to inquiries about the layoffs.
He claimed that the corporation has long struggled with customer assistance and that the AI revolution presented a chance to address the problem. To create “Dukaan’s own AI assistant, which would answer customer queries instantly and precisely, anywhere,” he stated, was the aim.
Shah said that Ojasvi Yadav, the lead data scientist at Dukaan, created a chatbot that could quickly and accurately respond to virtually all typical inquiries regarding Dukaan. The AI chatbot has trouble responding to account-specific queries such as “Has my payout been pending for 2 days?”
The CEO of Dukaan reported that “a day later, he came up with another demo, and this time the AI chatbot answered both generic as well as account-specific questions instantly.”
Over 1400 support requests have been certified as resolved by the chatbot Lina, but Shah claims that this is just the beginning of Dukaan’s AI revolution.
Since then, the business has developed a platform that provides every user with a personal AI helper. “Consider having a personal AI assistant that understands your company through and through and is available 24/7 to respond to consumer questions. The CEO described this technology as allowing for “user/account-specific queries, not just generic queries.”
Nearing the conclusion of his thread, Shah stated that Dukaan is hiring for a variety of positions in e-commerce, product design, and AI.
The CEO of Dukaan, however, has faced criticism for his threat, which many have called insensitive,” particularly for his reaction to a Twitter user’s question about support given to laid-off staff.
“I pity the people who work with you. I’m also happy for people who got fired because they no longer have to work with you,” wrote one person. “Shameless. Insensitive. Toxic. Nonchalant reply,” another person stated.
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