Dukaan lays off 90% of support staff after introducing AI chatbot for customer support

Technology@lemmy.world – 65 points – 1 years ago

Dukaan CEO cops backlash for post announcing layoffs: ‘Stunning lack of empathy’

Dukaan founder and CEO Suumit Shah revealed that 90% of the company’s support staff has been laid off after the introduction of an AI chatbot to answer customer support queries.

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Wouldn't any automated system ideally escalate to the next tier of (human) support when it detects something complicated?

Though I agree with you, I don't think LLMs are lay-off 90% good.

Wouldn’t any automated system ideally escalate to the next tier of (human) support when it detects something complicated?

In my experience, this never happens. Since they have now very few human staff they make it VERY difficult to talk to a human to the point you often give up.

system ideally escalate to the next tier of (human) support when it detects something complicated?

Why escalate when you can hallucinate!