The corporate that changed 90% of its customer support workers with AI

Synthetic intelligence raises the issues of an increasing number of employees who see their jobs in peril.

The CEO of an organization in India has obtained a wave of criticism after changing 90% of his customer support workers by a man-made intelligence (AI) chatbot.

Suumit Shah, the founding father of Dukaan, claimed on Twitter that the chatbot considerably improved preliminary responses to prospects and the decision time for his or her queries.

The tweet angered many netizens.

This got here at a time when there are issues that synthetic intelligence might put many individuals out of labor, significantly within the providers sector.

“obligatory” resolution

Within the tweet thread — which has amassed over 1,000,000 views — Shah defined his firm’s resolution to make use of a chatbot.

He claimed that layoffs had been A ‘troublesome’ resolution however ‘obligatory’.

“Given the state of the economic system, startups prioritize profitability over attempting to develop into ‘unicorns,’ and so can we,” he wrote.

Shah added that buyer help had been a difficulty for the corporate for a very long time and he was wanting ahead to fixing it.

He additionally wrote about how they constructed the robotic and AI platform in a short while so that every one Dokan prospects can have a digital assistant.

He made certain that the bot answered all types of queries rapidly and precisely.

“Within the age of prompt gratification, beginning a enterprise is not a pipe dream,” he wrote, including, “With the fitting concept, and the fitting staff, anybody can flip their entrepreneurial desires into actuality.”

Shah additionally famous that the corporate is hiring for a number of positions.

Nevertheless, many customers criticized his posts and They accused him of disrupting the lives of his staff Together with his “merciless” resolution.


One person requested “As anticipated, I didn’t discover any point out of firing 90% of the workers. What assist did they supply?”

One other stated, “It might have been the fitting resolution for the corporate, nevertheless it shouldn’t develop into a celebratory/advertising theme.”

Shah responded to a tweet saying “it’s no shock that somebody can be insulted on behalf of one other” and added that he would clarify worker help through LinkedIn as a result of folks on Twitter are searching for “revenue, not like”.

Lately, generative AI instruments reminiscent of ChatGPT have proliferated and develop into extra accessible.

As extra organizations use these instruments to extend productiveness and scale back prices, issues are rising for individuals who worry shedding their jobs to know-how.

Goldman Sachs printed a report in March indicating that synthetic intelligence It could exchange about 300 million jobs full time.

In India, many corporations are investing in synthetic intelligence to develop merchandise, which has raised fears of potential job losses.


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