An e-commerce CEO is getting absolutely roasted online for laying off 90% of his support staff, after an AI chatbot outperformed them
businessinsider.com
Suumit Shah, the CEO of Bengaluru-based Dukaan, said the chatbot answered customer queries in 2 minutes — a task that took the humans over 2 hours.
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I've worked in customer service software companies for the last 30 years, and one thing I can tell you is that average handle time is not a good metric to decide your success or failure on.
Having a low average handle time is easy. Just hang up on the customer. Or show them quickly that you won't do shit for them so that they hang up on you.
How about showing us those customer satisfaction and first call resolution scores?
I do believe this is the reason why AI is so much faster than humans at this guy's company.
Reminds me of my local Rally's switching to an "automated drive thru assistant." The jank thing doesn't even respond when you talk to it, just reminds you every 60 seconds that it's ready when you are. First time I went I drove off. Went a second time thinking it might have been a fluke and I'd get actual human service. Nope. Guess I'll be finding a new burger place for my hangovers
If the majority of the service requests are that quick, then it's probably something you can automate or by providing a knowledge base. It's the complex problems that require a human and I see us needing that for the foreseeable future
Yes well we will never know any of that based on the metrics he's using to define success.