The chief executive of an Indian startup laid off 90% of his support staff after the firm built a chatbot powered by artificial intelligence that he says can handle customer queries much faster than his employees.
Summit Shah, the founder and CEO of Dukaan, a Bangalore-based e-commerce company, said on Twitter Monday that the chatbot — built by one of the firm’s data scientists in two days — could respond to initial customer queries instantly, whereas his staff’s first responses were sent after an average of 1 minute and 44 seconds.
The average time taken to resolve a customer’s issue also dropped by almost 98% when they interacted with the chatbot, he tweeted.
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