The integration of Artificial Intelligence (AI) into various industries has brought about unprecedented changes, including job displacements. In a recent development, Dukaan, a DIY e-commerce platform catering to merchants with minimal programming experience, made an announcement that they have laid off 90% of their support staff. This decision came shortly after the company introduced an AI-powered chatbot to handle customer support queries.
Suumit Shah, the Founder, and CEO of Dukaan took to Twitter to share this update. He revealed that the introduction of the AI chatbot significantly improved the query resolution time, reducing it from 2 hours and 13 minutes to an impressive 3 minutes and 12 seconds. The integration of Dukaan’s own AI assistant was aimed at enhancing customer support efficiency and reducing response time.
While the reduction in query resolution time is a notable achievement, it came at the cost of laying off a significant portion of the support staff. In his tweet, Shah acknowledged that the decision was tough but deemed necessary to optimize the company’s operations. He further elaborated that the implementation of the AI chatbot led to an 85% reduction in customer support costs.
In the fast-paced digital age, instant gratification has become a crucial aspect of business success. Entrepreneurs can now turn their dreams into reality swiftly with the right idea and team. Shah’s post encouraged dreamers, doers, and disruptors to seize the moment and embark on their entrepreneurial journey.
While some questioned whether the laid-off employees received any assistance, Shah assured that he would provide further details in a LinkedIn post. In response to potential criticism, Shah remarked that on Twitter, people tend to focus on profitability rather than sympathy, emphasizing that it was a challenging but essential decision for the company.
Closing the post on a positive note, Shah expressed that Dukaan is currently hiring for multiple roles and invited passionate individuals in the fields of AI, E-commerce, and Product Design to join their team. In a light-hearted comment, he humorously mentioned that they even have a spot open for Lionel Messi, should the football star be interested.
The introduction of AI chatbots has become a growing trend in various industries as companies seek to streamline their operations, enhance customer experiences, and optimize costs. However, it is crucial for businesses to find a balance between technological advancements and the well-being of their employees, ensuring that the transition to AI integration is handled with empathy and care.
