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.
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.
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.