Key Points
Dukaan founder Suumit Shah talked about layoffs in his recent tweets, announcing that he has replaced almost the entire support team as the company's AI chatbot has not only helped in reducing the resolution time, but it has also reduced customer support costs by 85 per cent...
Resolution time went from 2h 13m to 3m 12s Customer support costs reduced by (around) 85 per cent," reads one of the tweets of Suumit Shah...
In other words, Dukkan is saying that its human customer support executives were mostly overqualified and because the nature of the work was repetitive and not so exciting they were likely fussy at work, something that showed in the data..
Dukaan founder Shah says that with human support staff it took an average of 2 hours and 13 minutes to resolve a customer..
As for the layoffs, the company has not only reduced its workforce in the customer support team..
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