Dukaan replaces support staff with AI chatbot, lays off 90% of its support team

  • Bengaluru-based startup Dukaan has laid off 90% of its support team, replacing them with an AI chatbot that has reduced resolution time and customer support costs by 85%.
  • Dukaan’s founder, Suumit Shah, insists that the decision was not about replacing humans with AI but about optimizing operations. The AI chatbot handles routine tasks, enabling employees to concentrate on areas that need their expertise.
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