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 to c/technology
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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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[–] june 28 points 1 year ago (10 children)

The big problem with wanting to use AI (which generally means LLM these days) is that it lacks real creativity. If a problem isn’t documented, the AI won’t know what to do about a particularly difficult support request, or it will give wrong answers all together. My time in CS for tech taught me that the number of novel resolutions is far, far greater than most people realize.

[–] Phyrin 3 points 1 year ago

I would agree, this was my first thought.

Though if the product is sufficiently defined, and bounded, it might make sense. Think support line for a fridge, oven, or other less-open products. Unbounded spaces like general purpose computer support will initially struggle while documentation is built up.

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