Indian e-commerce companies cut 90% of customer service: cost reduced by 85%, average resolution time reduced to 3 minutes

CTOnews.com, July 13 (Xinhua)-- generative AI is rapidly becoming popular all over the world. It is no longer just a fun toy for entertainment, but a real threat to your job. Dukaan, an Indian e-commerce start-up, recently announced that it would lay off 90 per cent of its customer service staff and embrace artificial intelligence.

CTOnews.com attached a screenshot of Dukaan CEO Suumit Shah's tweet, saying that the generative AI chat robot has greatly improved customer service work:

The first response time was reduced from 1 minute 44 seconds to instant

The average solution time was reduced from 2 hours and 13 minutes to 3 minutes and 12 seconds.

Reduce customer service costs by 85%

Shah said in a follow-up tweet:

Given the state of the economy, startups give priority to "profitability" rather than trying to become "unicorns", and so do we.

Of course, it's not that magical, but at least it pays the bill!

For a long time, customer support has been a struggle for us and an opportunity for me.