Bengaluru-based startup Dukaan has made headlines by replacing 90 percent of its customer support staff with a Generative AI chatbot named Lina. This move proves that AI is indeed capable of taking on jobs traditionally performed by humans. Dukaan founder Suumit Shah believes that the use of AI will not only optimize operations but also reduce costs significantly.
Suumit Shah recently tweeted about the impressive results achieved by the AI chatbot. The time taken to first respond to customer queries was reduced from 1 minute and 44 seconds to INSTANT! Meanwhile, the resolution time improved from 2 hours and 13 minutes to a mere 3 minutes and 12 seconds. These benchmarks clearly demonstrate the efficiency and effectiveness of AI technology.
Dukaan’s decision to employ Lina, a Generative AI chatbot, has proven to be a game-changer. While the specific version of the chatbot is undisclosed, OpenAI has been offering the latest ChatGPT-4 to individuals and enterprises via a paid subscription. The startup has also launched an AI as a Service platform called Bot9, which allows businesses to harness the power of AI to answer customer queries about their products.
It is important to note that Suumit Shah did not intend to replace humans with AI. Instead, the company is leveraging AI technology to optimize its customer support operations. AI chatbots like Lina possess the ability to access information from multiple sources and provide accurate answers to mundane and repetitive questions. This makes them ideal for customer service jobs, as they never get bored or tired.
The use of AI in customer support not only enhances resolution time but also dramatically reduces costs. Dukaan claims to have achieved an 85 percent reduction in customer support expenses by implementing Lina. This cost-saving measure aligns with the current focus on profitability among startups, rather than solely striving for unicorn status.
While there may be concerns about job displacement due to AI, Suumit Shah’s approach reflects the encouragement of AI adoption rather than fear. The intent behind integrating AI into operations is to optimize and improve efficiency, rather than completely replacing human workers.
The wider implementation of AI chatbots in various industries may indeed lead to job changes and shifts. However, it is crucial to understand that the objective is to enhance productivity and provide better customer support. AI technology has the potential to revolutionize customer service by offering instant and accurate responses to queries.
In conclusion, Dukaan’s successful integration of the Generative AI chatbot Lina showcases the growing trend of AI taking on customer support roles. This move not only optimizes operations but also significantly reduces costs. While acknowledging the impact on job roles, it is important to recognize the benefits AI brings to businesses. As AI chatbots continue to evolve, they have the potential to revolutionize customer service and enhance overall efficiency.
