Attributing the decision to prioritising profitability, Dukaan CEO Suumit Shah said customer support costs reduced by 85 per cent.
Founder and CEO of e-commerce firm Dukaan, Suumit Shah, is facing the anger of social media users for a Twitter post on Tuesday
on Tuesday in which he announced that his company has replaced 90% of its customer care crew with an artificial intelligence (AI) chatbot.
As the post began to gain traction, users slammed him for making such a harsh decision that would have an impact on many employees' lives.
The CEO tweeted a justification of his decision and added that this challenging move was done to achieve profitability.
He further asserted that response times decreased from more than two hours to three minutes and that costs associated with customer support were reduced by 85%.