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This CEO replaced 90% of support staff with an AI chatbot | CNN Business

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The chief executive of an Indian startup laid off 90% of his support staff after the firm built a chatbot powered by artificial intelligence that he says can handle customer queries much faster than his employees.

Summit Shah, the founder and CEO of Dukaan, a Bangalore-based e-commerce company, said on Twitter Monday that the chatbot — built by one of the firm’s data scientists in two days — could respond to initial customer queries instantly, whereas his staff’s first responses were sent after an average of 1 minute and 44 seconds. The average time taken to resolve a customer’s issue also dropped by almost 98% when they interacted with the chatbot, he tweeted.

He added that this part of the business had long been problematic, with delayed responses and limited availability of staff at critical times, among other issues. The tech founder said Dukaan was still hiring for multiple roles. According to the firm’s website, open positions include roles in engineering, marketing and sales.

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