AI chatbot replaces 90% of Dukaan’s customer support team

Company says AI will improve response and resolution times, while cutting costs


Dukaan, an enterprise ecommerce startup, has made a strategic move to replace 90 per cent of its support staff with an advanced AI chatbot. The company’s co-founder and CEO, Suumit Shah, explained that the integration of AI technology has resulted in a remarkable transformation of customer service operations, significantly improving response and resolution times. Customers now experience instant assistance, with response times reduced from 1 minute and 44 seconds to mere seconds, and resolution times minimised from 2 hours and 13 minutes to just 3 minutes and 12 seconds.

Shah emphasised that Dukaan’s decision to leverage AI is driven on profitability rather than chasing the elusive ‘unicorn’ status, which is commonly associated with high-growth startups. By adopting AI technology, Dukaan aims to enhance operational efficiency and reduce costs while delivering exceptional customer support.

In conjunction with this shift, Shah also announced the launch of Bot9, an AI as a service platform that allows other businesses to access AI-powered chatbots capable of answering customer queries specific to their products and services. With chatGPT AI model, Bot9 offers companies the opportunity to provide efficient and personalised customer support. Currently, in its basic MVP stage, the future growth and business plans for Bot9 remain uncertain.

Shah reiterated that Dukaan’s primary focus remains on the core operations of the company. Any further investments in Bot9 will depend on its progress and potential. Dukaan had previously introduced Lisa, an AI assistant designed to address customer inquiries regarding the features and functionalities of the platform.

Dukaan’s embrace of AI technology for customer support reflects the trend among businesses to leverage technologies to streamline operations, increase efficiency, and reduce costs. While AI adoption offers advantages such as faster response times, concerns about potential job cuts need to be addressed. A balanced approach that acknowledges both the benefits and implications of AI integration is essential for ensuring a sustainable and inclusive future in the rapidly evolving landscape of technology-driven industries.

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