Professional Services
Order outsourcing

Developer Replaced 90% of Customer Support Team with AI

He is very proud of it.

Image: Mohamed Hassan

Some are worried about the rise of AI and some use it for their own good. Suumit Shah, the founder of an Indian e-commerce platform Dukaan, which offers to help its clients launch websites in seconds, has fired 90% of the company's customer support team, replacing the workers with an AI bot.

He claims that time to first response went from 1 minute and 44 seconds to "instant", resolution times fell from hours to minutes, and the costs were reduced by 85%. "Customer Support had been a struggle for us since long & fixing it felt like an opportunity to me," he said.

So he found people to build a chatbot, and it resolved 1,400 support tickets overnight.

"Tough? Yes. Necessary? Absolutely," Shah said in his first tweet. This whole situation didn't get him any brownie points from people in the comments though. Many pointed out how unempathetic he is even based on the phrasing of his poss. In response, Shah said:

"As expected, 'someone' will get offended on behalf of 'someone else'. ... Also - 'it was tough decision'"

This situation made it to some popular outlets, to which Shah replied:

"Front page of CNN, BBC, Business Insider - that's all okay!

My real question is: where are the words like 'heartless', 'internet angry', 'outrage', 'boasts firing', 'insensitivity', 'lack of empathy', 'bragging'?"

Despite his brazen words, Shah restricted access to the comments under the tweet. He also didn't post the same message on LinkedIn, which is surprising considering how profitable and convenient this initiative apparently is.

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