Backlash and Concerns Mount as Indian E-commerce Firm Dukaan Replaces Customer Care Team with AI Chatbot

The founder and CEO of Dukaan, an e-commerce firm in India, faced significant backlash on social media after announcing the implementation of an artificial intelligence (AI) chatbot to replace 90 percent of the customer care team. Social media users expressed concerns about the impact on employees' livelihoods, and the decision was widely criticized.

Social media users express outrage and concerns over Dukaan's decision to replace 90% of its customer care team with an AI chatbot.

The CEO defended the move by highlighting the benefits it brought to the company, including a significant reduction in response times from over two hours to just three minutes and an 85 percent reduction in customer support costs. He argued that the decision was necessary for the company's profitability.

However, the CEO's response drew strong criticism for its insensitivity towards the affected employees. Users found it disrespectful that he boasted about the layoffs while introducing a new feature. The CEO's attitude was compared to that of a child delighting in a treat, further fueling disapproval.

Many users raised broader concerns about the implications of AI chatbots replacing human workers. They expressed worries about a future where human interactions would solely occur with machines, highlighting the increasing entwinement of human life with technology. Some users even raised concerns about AI potentially replacing entire businesses, leading to a future where machines dictate human life.

Additionally, doubts were expressed about the effectiveness of AI chatbots in providing satisfactory responses. Users questioned whether the focus on quick responses undermined the importance of quality responses and expressed concerns about the erosion of brand loyalty. They argued that AI chatbots may not deliver better responses compared to human interactions, and profitability would be short-lived without brand loyalty.

The CEO's response to concerns about the laid-off staff received further condemnation. Users criticized his lack of empathy, as he dismissed the concerns by suggesting that people on Twitter prioritized "profitability" over "sympathy."

This incident reflects a growing trend in the use of generative AI tools, like ChatGPT, to increase productivity and cut costs. However, reports indicate that these tools have made workers anxious about the potential loss of jobs to technology. A March report by Goldman Sachs even highlighted the possibility of AI replacing the equivalent of 300 million full-time jobs, raising concerns about job losses across various sectors.

In conclusion, the CEO's decision to replace the customer care team with an AI chatbot triggered a wave of anger and criticism on social media. Users voiced concerns about the employees, the broader implications of AI chatbots, and the quality of responses. The CEO's response further fueled condemnation for his lack of empathy. This incident highlights the ongoing debate surrounding the use of AI in the workplace and its potential impact on human workers.