An e-commerce CEO is getting absolutely roasted online for laying off 90% of his support staff after an AI chatbot outperformed them
www.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.

In similar case, US National Eating Disorder Association laid off entire helpline staff. Soon after, chatbot disabled for giving out harmful information.

  • hesusingthespiritbomb@lemmy.worldEnglish
    3·
    1 year ago

    So I don’t mean to be racist but as an American, it seems like a ton of Indian startup culture centers around BS claims made for hype.

    Like so does American startup culture, but India takes it to the next level.

    So I wouldn’t use this as an industry barometer.

  • atx_aquarian@lemmy.worldEnglish
    2·
    1 year ago

    Favorite excerpt from the article:

    Twitter user @adityarao310, whose tweet had accumulated more likes than Shah’s own, posted: “Make no mistake. The support team was laid off here because business is failing and funding is dry. Not because of AI.”

  • MeanEYE@lemmy.worldEnglish
    1·
    1 year ago

    That’s one idiot CEO if he thinks AI outperforms human. It might in replying generic answers to well known question. Everything other than that is just wapor.

    • whereisk@lemmy.worldEnglish
      1·
      1 year ago

      Also, the 3 remaining will be falling over themselves looking for a new job to get away from this toxic mf.

  • Jordan Lund@lemmy.oneEnglish
    1·
    1 year ago

    “Bengaluru-based company”

    Says less about the quality of the chatbot than it does the quality of support. ;)

    90% of your calls are “cancel my service”? Super easy for a chatbot to assist there.

  • ooboontoo@lemmy.worldEnglish
    0·
    1 year ago

    Whether you believe the 90% claim or not, this is definitely the way things are going for tech support roles and probably many others. The real issue is even if a competitor didn’t want to lay off all that staff they will be forced to do so to remain price competitive. My recommendation for anyone, but especially IT, is to learn how to use LLMs as they will be pervasive before you know it.

    • MostlyBirds@lemmy.worldEnglish
      0·
      1 year ago

      My recommendation for anyone, but especially IT, is to learn how to use LLMs as they will be pervasive before you know it.

      Better idea: stop doing business with companies that do this.