Ecommerce Startup Dukaan Replaces 90% of Its Support Staff with AI Chatbot

According to a tweet from Co-founder and CEO Sumit Shah, the enterprise ecommerce startup Dukaan has replaced 90% of its support workers with an artificial intelligence (AI) chatbot. 

The time for first response has decreased from 1 minute and 44 seconds to “INSTANT!” and the resolution time has decreased from 2 hours and 13 minutes to 3 minutes and 12 seconds, according to the CEO when discussing the need for AI in today’s world. 

“Given the situation of the economy, entrepreneurs are emphasizing profitability over aiming to become unicorns, and so are we,” he said. Customer support had long been a problem for the company, and he continued, “Fixing it felt like an opportunity to me.”

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Additionally, Bot9, a platform for AI as a service, was introduced by Shah. It will enable companies to use AI chatbots that are knowledgeable about their products and can respond to client inquiries. The API, whose brain is chatGPT, costs $69 per month on the website.

According to Sumit, the platform was the result of a weekend hackathon. It’s unclear if the founders and Dukaan will invest a lot of time, effort, and money on Bot9. A month prior, Shah had revealed Lisa, Dukaan’s AI assistant, in a Facebook post. The virtual assistant can respond to inquiries concerning Dukaan’s features and functionality that are both account-specific and general.

The report comes after Rajeev Chandrasekhar, the Union Minister of State for Electronics, Information, and Technology, had called fears about artificial intelligence replacing jobs in India nonsense. The government would regulate artificial intelligence technology to make sure that it doesn’t hurt “digital citizens, he said.