At companies that introduced AI assistants, the time to solve problems was reduced from 2 hours to 3 minutes and 90% of staff were fired
Dukaan CEO cops backlash for post announcing layoffs: 'Stunning lack of empathy'
https://www.moneycontrol.com/news/trends/dukaan-lays-off-90-of-support-staff-after-introducing-ai-chatbot-for-customer-support-10937091.html
According to Shah, who laid off 90% of the staff instead of introducing an AI chatbot to customer support, the time it takes for the first response of support to be ``immediate'' from ``1 minute 44 seconds'', and problem solving is 2 hours 13 It was shortened from minutes to 3 minutes 12 seconds. As a result, we succeeded in reducing the cost of customer support by 85%, so CEO Shah said, 'It was tough, but it was necessary.'
We had to layoff 90% of our support team because of this AI chatbot.
— Suumit Shah (@suumitshah) July 10, 2023
Tough? Yes. Necessary? Absolutely.
The results?
Time to first response went from 1m 44s to INSTANT!
Resolution time went from 2h 13m to 3m 12s
Customer support costs reduced by ~85%
Here's how's we did it????
Startups that satisfy the conditions of ``within 10 years since founding'', ``company valuation of $ 1 billion (approximately 137 billion yen) or more'', and ``non-listed'' are called ``unicorn companies'', but CEO Shah said, ``The economic situation When you think about it, startups prioritize profitability over becoming a unicorn, and so do we.' He said that customer support has been a pain point and he thought it would be an opportunity to fix it.
Given the state of economy, startups are prioritizing 'profitability' over striving to become 'unicorns,' and so are we.
— Suumit Shah (@suumitshah) July 10, 2023
It's less magical, sure, but at least it pays the bills!
Customer Support had been a struggle for us since long & fixing it felt like an opportunity to me. pic.twitter.com/iLeSKuA6iQ
Initially, CEO Shah had the ideal of ``developing his own AI chatbot to instantly answer any customer's question,'' but the content sent to customer support was ``To add multiple warehouses. to मेरा पेआउट आज नहीं मिला तोह हाके जहर हा के मर जाऊँगा (Hindi: 'If I don't get my salary by the end of the day, I'll drink poison and die'). , as many as 1 million .
CEO Shah has a shallow understanding of AI and delegates the work to Mr. Ojaswi Yadav, lead data scientist at Dukaan. Mr. Yadav created a demo the next day, and although he was able to answer common questions, he did a good job of answering account-specific questions such as 'Why is my payment being held for two days?' I couldn't answer.
The demo that Mr. Yadav improved two days later was able to successfully answer account-specific questions, so we released the service under the name 'Lina'.
A day later, he came up with another demo and this time bot answered both generic as well as account-specific questions, instantly.
— Suumit Shah (@suumitshah) July 10, 2023
Let's name her 'Lina' and @_ggpush to prod.
Next? Of course GGpush https://t.co/coiQz6oSxP
Posted this in Dukaan VIP community on FB & slept.pic.twitter.com/fUBOoaQD1D
Dukaan Customer Support Assistant
https://dukaanhelp.com/
The day after it was released, Lina had already closed 200 live chats and 1,400 support tickets.
Following this success, Shah has further improved Lina and built 'bot 9' to answer customer questions 24 hours a day, 365 days a year.
bot9 - build custom AI assistants for your business
In response to Shah's series of tweets, he said, ``I'm not criticizing the layoffs themselves, but I think they lack empathy for those who will inevitably lose their jobs due to AI. Please help those who have been laid off in any way you can.”
Suumit, the criticism isn't against your actions. AI would inevitably lead to job loss. The criticism is against how the thread is phrased because it shows a lack of empathy! Hope you, in your own ways, helped the folks who were laid off.
— Mohak Mangal (@mohakmangal) July 11, 2023
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