this post was submitted on 11 Jul 2023
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Dukaan lays off 90% of support staff after introducing AI chatbot for customer support (www.moneycontrol.com)
submitted 1 year ago by L4s@lemmy.world to c/technology@lemmy.world
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Dukaan founder and CEO Suumit Shah revealed that 90% of the company’s support staff has been laid off after the introduction of an AI chatbot to answer customer support queries.

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[–] jsveiga@sh.itjust.works 9 points 1 year ago

Yes, but for all the common issues, for which there's a script that 1st level will have to follow anyway, AI can do it. If it forwards to a human when it gets to a dead end - and snoops the conversation to learn from it - then less humans are employed.

Some years ago I opened an issue with Google Pay through the app feedback option.

A CS messaged me in less than 5 minutes. She was so thorough and her texts looked so scripted, that I had to ask "I apologize in advance, but... are you a bot or a human?", because I could be much more concise and less patient in my answers if it was a bot. She solved my issue very efficiently btw, and though it was quite funny that I asked.