Suumit Shah, CEO of Indian enterprise e-commerce platform Dukaan, claims to have laid off 90% of his support team after implementing a presumably GPT-4-based AI chatbot that has reduced customer support costs by about 85%. The chatbot, dubbed Lina, reduced first-response time to instant, cutting resolution times from more than two hours to just over three minutes, Shah said. The AI assistant answered both general and account-specific questions.
Given the state of economy, startups are prioritizing “profitability” over striving to become “unicorns,” and so are we.
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
— Suumit Shah (@suumitshah) July 10, 2023