As businesses increasingly use AI to do jobs that have historically been managed by human workers, artificial intelligence is permeating several industries.
Suumit Shah, the CEO of the e-commerce firm Dukaan in India, went to great lengths to automate processes. He made the contentious decision to fire 90% of his employees and replace them with chatbots powered by artificial intelligence in the summer of 2023.
Though it sparked a heated ethical debate, this drastic measure was meant to lower operating costs and increase efficiency. A year later, Shah has shared his initial assessment of this decision, which he deems a success.
AI-Enhanced Customer Service
Shah claims that incorporating AI into his organisation has significantly improved customer service. He observes that response times have plummeted from roughly two minutes to near-instantaneous responses.