[vc_row][vc_column][vc_column_text dp_text_size=”size-4″]Suumit Shah, the CEO of Dukaan, is facing criticism after revealing that his company has replaced 90% of its support staff with an AI chatbot. His statement on Twitter about the chatbot’s positive impact on customer query response and resolution time sparked outrage online. This incident is occurring amidst ongoing discussions and concerns about AI technology replacing human jobs, particularly in the service sector.
In a series of widely viewed tweets, Mr. Shah discussed his company’s decision to implement a chatbot. He acknowledged that letting go of employees was a challenging but necessary step in prioritizing profitability over achieving unicorn status, a trend observed among startups in the current economic climate. He emphasized that improving customer support had been a persistent struggle for his company, prompting the adoption of the chatbot solution. Mr. Shah also detailed the development process of the AI platform and highlighted its ability to quickly and accurately address various customer queries.
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While he mentioned plans to hire for multiple positions, many Twitter users criticized his tweets, accusing him of callously disrupting the lives of his staff with this decision. They expressed disappointment that there was no mention of the assistance provided to the laid-off employees. Some users felt that the celebratory tone of Mr. Shah’s tweets was inappropriate given the circumstances.
In response to the backlash, Mr. Shah addressed one tweet, suggesting that someone will always take offense on behalf of someone else. He mentioned his intention to post about the support provided to his staff on LinkedIn, noting that Twitter users were more focused on profitability than offering sympathy.
The widespread availability of generative AI tools like ChatGPT has led to their increased usage, resulting in concerns about job security among workers. Organizations have been leveraging these tools to enhance productivity while cutting costs, further exacerbating fears of job displacement. A report by Goldman Sachs earlier this year estimated that AI could replace approximately 300 million full-time jobs. In India, companies are investing in AI development, leading to heightened concerns about potential job losses.
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