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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[–] balder1991 8 points 1 year ago

Wouldn’t any automated system ideally escalate to the next tier of (human) support when it detects something complicated?

In my experience, this never happens. Since they have now very few human staff they make it VERY difficult to talk to a human to the point you often give up.